Senior BPO Training & Development Lead

Foundever®; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Foundever Cebu site is seeking a Training & Development Lead to design and manage learning experiences for adult learners on site. You will hire, train and supervise a team of trainers and deliver programs for contact center staff.

You will develop evaluation instruments, analyze data to identify needs, partner with coaches and operations managers, and drive training module enhancements while maintaining effective feedback for agents. Strong communication and project management are essential.

Qualifications

• 3-5 years in role experience as a training and development practitioner.
• Experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes for adult learners.

Responsibilities

• Manages training programs and learning experiences for adult learners on site.
• Hires, trains and supervises a staff of trainers.
• Develops and implements training for contact center personnel, including management development.
• Develops evaluation tools to assess organizational needs and program effectiveness.
• Identifies skill requirements for sites through data analysis.
• Designs learning strategies in partnership with coaches and operations managers.
• Conducts advanced training classes.
• Develops standards to monitor agents/representatives.
• Ensures feedback programs guide agents; conducts train-the-trainer sessions.
• Partners with clients on product updates and training materials.
• Creates innovative training solutions to improve site performance.
• Drives module enhancements and learning experiences.

Skills

Training & development

Staff coaching & mentoring

Data analysis

Project management

Communication

Interpersonal skills

Time management

Education

Four-year college degree or equivalent

Tools

Windows

Excel

Word

Email & Internet

Job description

Foundever Cebu site is seeking a Training & Development Lead to design and manage learning experiences for adult learners on site. You will hire, train and supervise a team of trainers and deliver programs for contact center staff.

You will develop evaluation instruments, analyze data to identify needs, partner with coaches and operations managers, and drive training module enhancements while maintaining effective feedback for agents. Strong communication and project management are essential.