Senior Training Manager, Australian Culture

Concentrix; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an Australian Culture Senior Training Manager in the Philippines to lead the design, development, and delivery of a cultural training program for our financial services support teams. You will ensure adherence to Australian cultural, ethical, and regulatory standards and drive coaching and performance improvements across offshore agents.

The role requires leadership in Training and Quality, strong communication, and the ability to collaborate with account leadership and

Qualifications

• Must be a seasoned leader for Training and Quality.
• In-depth knowledge and experience in Australian Culture.
• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred.
• Strong communication skills, both written and verbal.

Responsibilities

• Evaluate offshore agents to ensure adherence to communication, culture and language acceptability standards and coach them to improve skills.
• Evaluate language quality and communication skills using the standardized communication monitoring form.
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees.
• Handle remediation sessions for trainees on conditional pass, and coaching sessions for agents undergoing transition.
• Ensure that agents adhere to the certification process and guide them through the two required levels.
• Participate in calibration sessions with Quality and Training leadership staff, Concentrix personnel and clients.
• Attend meetings with Training & Quality teams and account leadership to provide input on performance and create action plans.
• Capture common errors among agents and recommend rapid action plans (e.g., huddle sessions) for language opportunities.
• Achieve departmental productivity requirements (e.g., number of calls monitored per week on schedule, calibration time).

Skills

Leadership

Training & Quality

Australian culture knowledge

Communication skills

Microsoft Office proficiency

Multi-tasking

Self-starter/urgency

Attention to detail

Professionalism & relationshipbuilding

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

The Australian Culture Senior Training Manager will be responsible for leading the design, development, and delivery of a comprehensive cultural training program for Concentrix's teams supporting the financial services program. This role is crucial for ensuring our operational teams not only meet but exceed the unique cultural, ethical, and regulatory standards of the Australian financial services industry.

Candidate Profile:

• Must be a seasoned leader for Training and Quality.
• In-depth knowledge and experience in Australian Culture.
• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships

Duties and Responsibilities:

• Evaluate offshore agents to ensure adherence to communication, culture and language acceptability standards. This individual is also responsible for providing coaching/feedback to offshore agents in order to develop their communication skills.
• Evaluate language quality and communication skills using the standardized communication monitoring form
• Provide feedback to agents through call monitoring system and in-person to assist Team Leaders in development of front-line employees
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for agents undergoing transition
• Ensure that agents adhere to the certification process and guide them through the two required levels
• Participate in calibration sessions with Quality and Communication & Culture Training (CCT) leadership staff, Concentrix personnel and clients
• Attend meetings with the Training & Quality teams, and the account leadership team to provide input on current performance, create action plans that influence performance (e.g. curriculum revision)
• Capture common errors among agents and recommend rapid action plans(e.g. huddle sessions for those with language opportunities)
• Achieve departmental productivity requirements (e.g. number of calls monitored per week on schedule, calibration time, etc.)

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.