Senior Learning & Development Lead — Contact Center

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

Job summary

Foundever® is seeking a Learning Manager Lead to oversee training programs and learning experiences for adult learners at our Cebu site. You will hire, train and supervise a staff of Learning Managers and partner with leadership to design effective development initiatives.

The role emphasizes evaluating training effectiveness, identifying skill gaps, and coaching managers to deliver high-quality learning experiences in a fast-paced contact center environment.

Qualifications

• Four-year college degree or equivalent directly related work experience.
• 3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment.
• Solid understanding of training processes and practices for adult learners.

Responsibilities

• Oversee and ensures Learning managers manages training programs and learning experiences for adult learners in site.
• Hires, trains and supervises a staff of Learning Managers.
• Help develop/implement 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.
• Facilitate to design learning strategies to fill needs as identified through analysis and in partnership with
• Coaches, Operations Managers, Learning Managers and Directors.
• Conducts the most complex training classes in the absence of the Learning Manager.
• Evaluates and help develop standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers and Learning Managers effective.

Skills

Computer basics

Problem solving

Interpersonal skills

Communication skills

Time management

Organizational skills

Education

Bachelor's degree or equivalent

Tools

MS Office

Excel

Job description

Foundever® is seeking a Learning Manager Lead to oversee training programs and learning experiences for adult learners at our Cebu site. You will hire, train and supervise a staff of Learning Managers and partner with leadership to design effective development initiatives.

The role emphasizes evaluating training effectiveness, identifying skill gaps, and coaching managers to deliver high-quality learning experiences in a fast-paced contact center environment.