Process/VNA Training Manager

SmartRecruiters, Inc.; Iloilo City; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Free HMO coverage from day 1 (domestic

Paid leaves

Structured career path

Job summary

WNS in Iloilo City, Philippines, is seeking a Training Supervisor to collaborate with Operations, Training, and Quality teams to close performance gaps and elevate service metrics within a dynamic BPO environment.

You will design content, facilitate programs, coach trainers, and apply adult learning principles, while gathering data to measure effectiveness and deliver actionable reports.

Qualifications

• College graduate with a relevant BPO training background.
• 2+ years of Training experience at Supervisor/Assistant Manager level in a BPO setting.
• Excellent facilitation and English communication skills.
• Experienced in virtual training and delivering engaging modules.
• Proficient in MS Office, especially PowerPoint.
• Knowledge of language and communication effectiveness measures.
• Strong coaching, mentoring, project, and stakeholder management skills.
• Excellent partnership and relationship-building skills.

Responsibilities

• Collaborate with Operations, Training, and Quality teams to identify and address performance gaps.
• Analyze gaps and recommend training solutions to achieve target metrics.
• Develop training content, materials, assessments, and evaluation measures.
• Facilitate training programs, coaching, and floor support.
• Manage and coach trainers to drive performance and results.
• Develop supplemental training activities and modules.
• Apply adult learning principles in training design and delivery.
• Gather and analyze data to measure training effectiveness.
• Prepare training reports and recommend improvement initiatives.

Skills

Training experience

Facilitation

English communication

Virtual training

PowerPoint

Coaching

Stakeholder management

Relationship-building

Project management

Education

College graduate

Tools

MS Office

PowerPoint

Job description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption. Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Collaborate with Operations, Training, and Quality teams to identify and address performance gaps.
• Analyze gaps and recommend training solutions to achieve target metrics.
• Develop training content, materials, assessments, and evaluation measures.
• Facilitate training programs, coaching, and floor support.
• Manage and coach trainers to drive performance and results.
• Develop supplemental training activities and modules.
• Apply adult learning principles in training design and delivery.
• Gather and analyze data to measure training effectiveness.
• Prepare training reports and recommend improvement initiatives.

Qualifications

• College graduate
• 2+ years of Training experience at Supervisor/Assistant Manager level in a BPO setting.
• Excellent facilitation and English communication skills.
• Experienced in virtual training.
• Proficient in MS Office, especially PowerPoint.
• Knowledge of language and communication effectiveness measures.
• Strong coaching, mentoring, project, and stakeholder management skills.
• Excellent partnership and relationship-building skills.

Additional Information

• Structured career path
• Growing and expanding team - more internal career progression opportunities for all
• Safe work environment
• Free HMO coverage from day 1, including your domestic partner
• Skills training opportunities
• Paid leaves

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