Strategic Training Manager | Contact Center Onsite

Foundever®; Cebu City; On-site; PHP 550,000 - 850,000; Full time

Job summary

Foundever® is seeking an experienced Training Manager to design and oversee training programs for site-based adult learners in Cebu City. You will hire, train, and supervise a staff of trainers and develop programs for contact center personnel, including management development.

Responsibilities include analyzing data to identify skill needs, designing learning strategies with Operations Managers, conducting advanced trainings, and ensuring effective feedback and facilitator training.

Qualifications

• Minimum 2 years in the role experience.
• Strong knowledge of Customer Service including phone, email, chat, and English communication.
• Experience in Training Program Implementation.
• Understanding of standards and process documentation.
• Experience in Adult Learning and Continuous Process Improvement.
• Excellent planning and analytical/problem-solving skills.
• Leadership and people management capability.
• Customer service orientation and onsite work ability.
• Not open to relocation.

Responsibilities

• Manage training programs and learning experiences for adult learners on site.
• Hire, train and supervise a staff of trainers.
• Develop/implement training programs for contact center personnel, including management development.
• Develop evaluation instruments to assess training effectiveness.
• Identify skill requirements for sites using data analysis.
• Design learning strategies with Coaches and Operations Managers.
• Conduct the most complex training classes.
• Develop standards for monitoring agents.
• Ensure feedback programs guide agents to correct problems.
• Conduct train-the-facilitator sessions to keep trainers effective.

Skills

Customer Service

Training Program Implementation

Adult Learning

Leadership

People Management

Analytical Skills

Problem Solving

Planning Skills

English Communication

Adaptability

Job description

Foundever® is seeking an experienced Training Manager to design and oversee training programs for site-based adult learners in Cebu City. You will hire, train, and supervise a staff of trainers and develop programs for contact center personnel, including management development.

Responsibilities include analyzing data to identify skill needs, designing learning strategies with Operations Managers, conducting advanced trainings, and ensuring effective feedback and facilitator training.