Senior Training Manager - TELCO

Swift-up; Makati; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Swift-up is seeking an experienced Senior Training Manager to lead the Training and Learning & Development function for a Telecommunications account. The role focuses on training strategy, new-hire onboarding, upskilling, trainer development, and performance-improvement initiatives.

You will oversee Training Managers and Trainers, align training with client KPIs, manage nesting, and monitor graduation and certification rates, attendance, and speed-to-proficiency.

Qualifications

• Bachelor's degree in a related field (HR, Psychology, Business, Education, or Communications).
• 5–7 years of Training/Learning & Development experience in the BPO industry.
• 2–3 years in a Training Manager or Senior Training Manager capacity.
• Telco account experience is highly preferred.
• Experience leading New Hire Training, Nesting, Upskilling, and Performance Improvement.
• Strong stakeholder and client management skills.
• Excellent communication, presentation, coaching, and facilitation abilities.
• Strong analytical skills to translate performance data into actionable training plans.

Responsibilities

• Lead the overall Training function for a Telco account, including New Hire Training and Upskilling.
• Manage and develop Training Managers, Supervisors, Trainers, and Specialists.
• Develop training strategies aligned with client requirements and KPIs.
• Oversee New Hire Training and Nesting/Transition processes to production readiness.
• Monitor training performance metrics such as graduation and certification rates.
• Partner with Operations and Quality to identify performance gaps and interventions.
• Conduct Training Needs Analysis and recommend learning solutions based on data.
• Ensure training materials, facilitator guides, assessments, and content stay current.
• Establish trainer certification, coaching, and calibration programs.
• Present training performance, trends, risks, and action plans to leadership and clients.

Skills

Stakeholder management

Client management

Communication skills

Presentation skills

Coaching and facilitation

Analytical skills

Performance data interpretation

Training needs analysis

Education

Bachelor's degree in Human Resources / related field

Job description

About the role

We are looking for an experienced Senior Training Manager to lead the Training and Learning & Development function supporting a Telecommunications account. The role will oversee training strategy, new-hire training, upskilling, trainer development, and performance improvement initiatives.

Key responsibilities

• Lead the overall Training function for a Telco account, including New Hire Training, Product Training, Process Training, and Upskilling/Refresher programs


• Manage and develop Training Managers, Training Supervisors, Trainers, and/or Training Specialists


• Develop training strategies aligned with client requirements, operational KPIs, and business objectives


• Oversee the complete New Hire Training and Nesting/Transition process, ensuring employees are production-ready


• Monitor training performance, including graduation rates, certification rates, attrition, attendance, assessment scores, and speed-to-proficiency


• Partner with Operations and Quality teams to identify performance gaps and develop targeted training interventions


• Conduct Training Needs Analysis (TNA) and recommend learning solutions based on performance data


• Ensure training materials, facilitator guides, assessments, and learning content remain accurate and updated


• Establish trainer certification, coaching, and calibration programs to maintain training quality


• Present training performance, trends, risks, and action plans to senior leadership and client stakeholders

About you

• Bachelor's degree in Human Resources, Psychology, Business Administration, Communications, Education, or a related field


• At least 5–7 years of Training/Learning & Development experience within the BPO industry


• At least 2–3 years in a Training Manager or Senior Training Manager capacity


• Telco account experience is highly preferred


• Strong experience managing New Hire Training, Nesting, Upskilling, and Performance Improvement programs


• Experience managing multiple trainers and/or training teams


• Strong understanding of BPO operational metrics such as CSAT, NPS, AHT, FCR, Quality, Sales/Conversion, and Attrition


• Strong stakeholder and client management skills


• Excellent communication, presentation, coaching, and facilitation skills


• Strong analytical skills with the ability to translate performance data into actionable training plans