Senior Training Manager

Valor Global, Inc.; Biñan; Sur place; PHP 900 000 - 1 300 000; Plein temps

Résumé du poste

Valor Global, Inc. is seeking a seasoned Training Manager to oversee onboarding, nesting, and ongoing upskilling initiatives for a BPO environment with a focus on smart home security and related software platforms.

You will line-manage Training Supervisors, Trainers, and Instructional Designers while ensuring training strategies meet client SLAs such as FCR, AHT, and CSAT. Emphasis on data-driven improvements and adherence to SOPs.

Qualifications

• Bachelor's degree in Business, Human Resources, Education, or related field (or equivalent operational leadership experience).
• 5+ years of training experience in a BPO setting, with at least 2-3 years in a managerial or senior managerial capacity.
• Experience managing Home Security, Technical Support, Smart Home IoT, or Telecommunications accounts preferred.
• Expertise in adult learning principles, instructional design, and blended learning methodologies.
• Strong data analysis skills to link learning metrics to operational performance.

Responsabilités

• Oversee training delivery across onboarding, nesting, and upskilling programs.
• Direct line-manage Training Supervisors, Trainers, and Instructional Designers.
• Align training strategies with client SLAs (FCR, AHT, CSAT, dispatch accuracy).
• Develop and refine training modules for smart home security hardware and software platforms.
• Ensure adherence to emergency escalation paths, false alarm mitigation, and SOPs.
• Drive cross-skilling programs across technical support, customer retention, and upsell capabilities.
• Conduct regular training gap analyses using line metrics and QA insights.
• Partner with Operations and QA leaders to implement refresher programs for underperforming cohorts.
• Track throughput, certification pass rates, and early-stage attrition (0-90 days).

Connaissances

Leadership

Data analysis

LMS proficiency

Instructional design

Stakeholder management

Formation

Bachelor's degree in Business, Human Resources, Education, or related field

Outils

Learning Management Systems (LMS)

Remote/Hybrid delivery tools

Description du poste

Key Responsibilities

• Oversee training delivery across new hire onboarding, nesting, and continuous upskilling programs.


• Direct line-manage Training Supervisors, Trainers, and Instructional Designers.


• Align training strategies with client SLAs, such as First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and dispatch accuracy.


• Develop and refine training modules covering smart home security hardware (cameras, sensors, control panels) and software platforms.


• Ensure strict adherence to emergency escalation paths, false alarm mitigation, and compliance standard operating procedures (SOPs).


• Drive cross-skilling programs bridging technical support, customer retention, and upsell capabilities.


• Conduct regular training gap analyses using line metrics and quality assurance (QA) insights.


• Partner with Operations and QA leaders to implement targeted refresher programs for underperforming cohorts.


• Track throughput, certification pass rates, and early-stage attrition (0-90 days).

Qualifications

• Bachelor's degree in Business, Human Resources, Education, or a related field (or equivalent operational leadership experience).


• 5+ years of training experience in a BPO setting, with at least 2-3 years in a Managerial or Senior Managerial capacity.


• Prior experience managing Home Security, Technical Support, Smart Home IoT, or Telecommunications accounts is strongly preferred.


• Expertise in adult learning principles, instructional design, and blended learning methodologies.


• Strong data analysis skills to link learning metrics directly to operational performance.


• Proficiency in Learning Management Systems (LMS) and remote/hybrid delivery tools.


• Excellent client-facing communication and stakeholder management capabilities.