Senior Training Manager

Concentrix Philippines; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix Philippines is seeking a Sr Manager Training to lead a team of Client Training Associates, providing frontline technical support to clients using our product. You will organize schedules, design curricula, and ensure effective knowledge transfer across internal and external customers.

The role demands strong leadership, delivery excellence, and proactive coaching to improve performance and customer satisfaction, with occasional travel as needed.

Qualifications

• Must have minimum 2 years' experience in handling Telco or Telecommunications account.
• Experienced in conducting knowledge transfer sessions and training groups.
• Operational leadership experience with a strong focus on delivery excellence and continuous performance improvement.
• Demonstrated ability to drive execution, ensuring effective implementation of strategies and achievement of business objectives.
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Ability to travel, as needed
• Experience in managing functional groups

Responsibilities

• Lead and manage the training team on issues and assignments, coordinating schedules for smoother product transitions.
• Oversee training of internal and external customers on product aspects.
• Provide SME guidance to other departments with product overview and conversion mapping.
• Design and implement course agendas and communicate content outlines to customers and trainers.
• Modify curriculum to meet learner needs and customer goals.
• Conduct performance reviews with trainers based on customer evaluations.
• Lead internal training to keep staff updated on product knowledge.
• Provide competent software support to clients with rapid issue resolution.

Skills

Telco account management

Leadership

Training delivery

Staff mentoring

Communication

Project prioritization

Customer service

Travel willingness

Job description

The Sr Manager Training has management responsibility for a single or multiple team(s) of Client Training Associates providing the first line of technical support to clients using our product.

Essential Functions/Core Responsibilities

• Manage the training team on issues and assignments, listen to needs and concerns of team members, resolve issues, and be responsible for the coordination of backlog/live support schedules to facilitate a smooth transition to the product
• Oversee training of internal and external customers as needed on various aspects of the product
• Provide subject matter expertise to other departments with product overview and conversion mapping
• Manage staff to provide appropriate scheduling of trainers for conversions
• Design and implement course agendas for each class and communicate course content outlines to customer and trainers
• Modify curriculum content and materials to meet variable learner needs and satisfy customer goals
• Meet with assigned trainers to review schedules and specific client information
• Lead status meetings and relay pertinent information to rest of the team
• Manage any issues or conflicts with customer or other Concentrix’ personnel
• Analyze customer class attendance and trainer evaluations completed by the customer and take appropriate corrective action, if necessary
• Conduct performance reviews with trainers based on customers’ written training evaluations
• Conduct internal training classes in order to keep staff up to date and informed on product knowledge
• Provide competent software support for clients, which requires rapid problem identification and resolution
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Candidate Profile

• Must have minimum 2 years' experience in handling Telco or Telecommunications account
• Experienced in conducting knowledge transfer sessions and training groups.
• Must have operational leadership experience with a strong focus on delivery excellence and continuous performance improvement.
• Demonstrated ability to drive execution, ensuring effective implementation of strategies and achievement of business objectives.
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Proven ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employee
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Demonstrated ability to foster customer service disposition and sense of professionalism for self and team
• Ability to travel, as needed
• Experience in managing functional groups

Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.