Supervisor Operations - Call Center

iQor, Inc.; Carmen; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

iQor in the Philippines is seeking a Training Manager to lead a key program launch for a US-based wireless client. You will oversee all training activities during and after launch, including trainer development, class graduation rates, trainee hiring, reports, and client engagement.

You will plan new hire training, manage trainee performance, coach trainers, and support over 700 agents. The role requires proven leadership, strong presentation skills, and the ability to manage multiple priorities

Qualifications

• 5–8 years in large call center supporting US-based customers.
• Proven results-oriented and quality-driven.
• Strong client relationships and leadership experience.

Responsibilities

• Plans new hire training including, class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
• Completes formal classroom observation and frequently evaluate trainer effectiveness.
• Coaches trainers to optimal performance.
• Attends trainer the trainer sessions and support on-going training and education of over 700 agents.
• Manages team members to achieve program initiatives as well as individual skill development.
• Identifies key area of opportunity, then implement and measure change.
• Participates in and / or contribute to business presentations as needed.
• Prepares reports for clients and internal site leadership.
• Expresses self through professional appearance and presentation.
• Demonstrates confident and commanding presentation skills.
• Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means.
• Be capable of interacting with a wide variety of internal/external individuals at all levels.
• Exhibits a solid understanding of performance management and employee development strategies.
• Have an established track-record and understanding for being results-oriented.
• Illustrated the ability to manage multiple priorities and a multitude of projects in a team environment.
• Experience in a Call Center Environment and/or Call Center Management.
• Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel.
• Expresses and understands the importance of flexibility to work long and irregular hours, strong analytical and problem solving skills and Interest and knowledge of call center operations.
• Performs other duties as assigned.

Skills

Leadership

Trainer development

Performance management

Change management

Client engagement

Reporting

PowerPoint

Excel

Word

Presentation skills

Education

Bachelor's Degree

Tools

PowerPoint

Excel

Word

Job description

Plays a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. The Training Manager will be responsible for all aspects of training during and post launch including trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.

Responsibilities:

• Plans new hire training including, class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
• Completes formal classroom observation and frequently evaluate trainer effectiveness.
• Coaches trainers to optimal performance.
• Attends trainer the trainer sessions and support on-going training and education of over 700 agents.
• Manages team members to achieve program initiatives as well as individual skill development.
• Identifies key area of opportunity, then implement and measure change.
• Participates in and / or contribute to business presentations as needed.
• Prepares reports for clients and internal site leadership.
• Expresses self through professional appearance and presentation.
• Demonstrates confident and commanding presentation skills.
• Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means.
• Be capable of interacting with a wide variety of internal/external individuals at all levels.
• Exhibits a solid understanding of performance management and employee development strategies.
• Have an established track-record and understanding for being results-oriented.
• Illustrated the ability to manage multiple priorities and a multitude of projects in a team environment.
• Experience in a Call Center Environment and/or Call Center Management.
• Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel.
• Expresses and understands the importance of flexibility to work long and irregular hours, strong analytical and problem solving skills and Interest and knowledge of call center operations.
• Performs other duties as assigned.

Skills Requirements:

• 5-8 years of experience in large call center supporting complex business for US based customers.
• Track record for being results-oriented and quality-driven.
• Ability to inspire trust in addition to being able to build and maintain successful relationships.

Education Requirements:

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.