Onsite Learning & Training Manager

Foundever®; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Foundever® in Cebu City is seeking a Training Manager who can lead the design, delivery and evaluation of learning programs for adult learners at our site. You will hire, train and supervise a team of trainers and develop programs for contact center personnel, including management development, to meet business needs.

The role requires strong analytics, planning and leadership, with a focus on continuous process improvement, effective feedback, and on-site execution in a dynamic contact center

Qualifications

• At least 2 years in the role experience.
• Strong understanding and knowledge of Customer Service across phone, email/chat and English communications.
• Experience in Training Program Implementation.
• Understanding of standards and process documentation.
• Ample experience in actual training of Adult Learning and Continuous Process Improvement.
• High level of conceptualization and planning skills.
• Strong analytical, problem-solving, and decision-making skills.
• Goal oriented with commitment to achievement and excellence.
• Effective in execution of plans assigned to him/her.
• Flexibility in training, schedules, and tasks and to the changing business environment.
• Effective Leadership and People Management.
• Strong customer service orientation.
• Ability to work onsite.
• Not open for relocation.

Responsibilities

• Manages training programs and learning experiences for adult learners in a site.
• Hires, trains and supervises a staff of trainers.
• Develops/implements training programs for contact center personnel, which may include management development programs.
• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.
• Conducts the most complex training classes.
• Develops standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers effective.

Skills

Training leadership

Staff supervision

Adult learning

Data analysis

Process improvement

English communication

Planning skills

Problem solving

Job description

Foundever® in Cebu City is seeking a Training Manager who can lead the design, delivery and evaluation of learning programs for adult learners at our site. You will hire, train and supervise a team of trainers and develop programs for contact center personnel, including management development, to meet business needs.

The role requires strong analytics, planning and leadership, with a focus on continuous process improvement, effective feedback, and on-site execution in a dynamic contact center