Manager Training - #116791

iQor; Santa Rosa; Presencial; PHP 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

iQor in Laguna, Philippines seeks a Training Manager to lead a large program launch and then run the training department in support of a major US-based wireless client.

You will oversee trainer development, class graduation rates, trainee hiring, report preparation, and client engagement, while coaching trainers, measuring performance, and delivering professional presentations to diverse teams.

Formación

• Bachelor's degree in business administration or related field preferred.
• 5-8 years of experience in a large call center supporting US-based customers.
• Proven leadership and training program management abilities.

Responsabilidades

• Plans new hire training including class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production.
• Coaches trainers to optimal performance and conducts trainer evaluations.
• Prepares reports for clients and internal site leadership.

Educación

Bachelor's Degree or Equivalent

Herramientas

Microsoft Office (Word, PowerPoint, Excel)

Descripción del empleo

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Plays a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. The Training Manager will be responsible for all aspects of training during and post launch including trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.

Responsibilities:

• Plans new hire training including, class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
• Completes formal classroom observation and frequently evaluate trainer effectiveness.
• Coaches trainers to optimal performance.
• Attends trainer the trainer sessions and support on-going training and education of over 700 agents.
• Manages team members to achieve program initiatives as well as individual skill development.
• Identifies key area of opportunity, then implement and measure change.
• Participates in and / or contribute to business presentations as needed.
• Prepares reports for clients and internal site leadership.
• Expresses self through professional appearance and presentation.
• Demonstrates confident and commanding presentation skills.
• Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means.
• Be capable of interacting with a wide variety of internal/external individuals at all levels.
• Exhibits a solid understanding of performance management and employee development strategies.
• Have an established track-record and understanding for being results-oriented.
• Illustrated the ability to manage multiple priorities and a multitude of projects in a team environment.
• Experience in a Call Center Environment and/or Call Center Management.
• Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel.
• Expresses and understands the importance of flexibility to work long and irregular hours, strong analytical and problem solving skills and Interest and knowledge of call center operations.
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience in large call center supporting complex business for US based customers.
• Track record for being results-oriented and quality-driven.
• Ability to inspire trust in addition to being able to build and maintain successful relationships.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.