Senior Manager Training | IBEX Bohol

ibex; Tagbilaran; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

ibex in the Philippines seeks a Senior Training Manager responsible for formulating and developing comprehensive training programs, outlining strategic plans, and identifying core competencies aligned with company objectives to boost client and employee satisfaction.

You will lead delivery of training materials, calibrate quality, collaborate with the Reporting and Product teams, and oversee knowledge management and follow-up initiatives to drive continuous improvement.

Qualifications

• Bachelor’s Degree (any field).
• 7–9 years of related experience in training and development, with at least 5 years in a managerial capacity.

Responsibilities

• Ensures regular call calibration sessions as agreed.
• Collaborates with Reporting department to produce quality scoring reports.
• Escalates quality deficiencies to Contact Centre Management.
• Works with external Training Measurement Vendor to drive training improvements.
• Oversees development and delivery of training materials for CSRs and Team Leaders.
• Oversees knowledge management and distribution of product knowledge to staff.
• Ensures training resources are available to meet training demand and maintain quality.

Skills

Excellent communication skills

Excellent presentation

Analytical skills

Organizational skills

Time management skills

Strong reporting skills

Education

Bachelor's degree (any field)

Tools

MS Office

PowerPoint

Excel

Job description

The Senior Training Manager is in charge of formulating and developing training programs. He/she comes up with a strategic plan on how to implement the training programs and how to identify key areas of improvements of employees to ensure client and employee satisfaction. He/she identifies the core competencies in line with objectives of the company and strives to inculcate this into employees.

Responsibilities

• Ensuring regular call calibration sessions as agreed.
• Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Contact Centre Management.
• Working closely with external Training Measurement Vendor ensuring that training improvement steps are initiated and that improvements are ongoing.
• Attending internal and external meeting
• Following training and development guidelines as defined by the company.
• Oversees the Planning of Training and works with Resource department to schedule training sessions.
• Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
• Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
• Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard development plan and supported by Product Supervisor.
• Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard follow-up plans after all training is completed.
• Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
• Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
• Ensuring that Knowledge about Client products is developed validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
• Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
• Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
• Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.
• Ensures Tandim escalation process is followed
• Ensuring that de standard procedures are implemented and complied with at all times.
• Keeping and archiving a library of product knowledge and soft skills material/modules.
• Keeping/archiving/updating information and Action Plans from external Quality Assessments Vendor.
• Ensuring that all product material, equipment and logistic are available and updated before training sessions

Qualifications

Knowledge

• Proficient in the use of commonly used business softwares such as MS Office particularly PowerPoint and Excel
• Strong working knowledge of creative training techniques, adult learning, and accelerated learning methodologies
• Thorough knowledge of adult classroom instruction and curriculum design
• Knowledge of Call Center operations and procedures

Skills

• Excellent communication skills
• Excellent presentation and analytical skills
• Must possess effective organizational skills and time management skills
• Strong reporting skills

Abilities

• Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
• Ability to analyze data and ascertain needs, linking training and design to performance and operational processes.
• Possesses a collaborative working style and the ability to work independently and in a team environment.
• Ability to plan, organize, and schedule work flow to meet rigid project deadlines
• Ability to work on several projects simultaneously
• Ability to communicate professionally with all levels of management
• Ability to work on a flexible schedule (graveyard/shifting schedule)

Education/Experience

• Bachelor’s Degree (any field)
• At least 7-9 years of related experience in training and development of which 5 years was gained in a managerial capacity