Senior Training & Development Leader

ibex; Tagbilaran; In loco; PHP 1.004.000 - 1.451.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

Excellent communication skills

Excellent presentation

Analytical skills

Organizational skills

Time management skills

Strong reporting skills

Formazione

Bachelor's degree (any field)

Strumenti

MS Office

PowerPoint

Excel

Descrizione del lavoro

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.