Training & Development Manager

DialedIn; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Commission-based incentives

Comprehensive training program

Career growth opportunities

Supportive work environment

Job summary

DialedIn in Cebu City, Philippines, seeks a Training & Development Manager to lead end-to-end L&D for a fast-paced BPO environment.

You will build and implement programs across onboarding, nesting, product and process training, upskilling, leadership development, and performance improvement while partnering with Operations, QA, HR, and Talent Acquisition.

The role requires strategic leadership, data-driven decision making, and the ability to accelerate speed-to-proficiency and employee retention.

Qualifications

• Bachelor's degree in Psychology, Education, HR, or related discipline.
• Master's degree is advantageous.
• 7–10 years of progressive experience in BPO Training.
• 3–5 years in a Training Manager or equivalent leadership role.
• Experience managing Trainers, Training Supervisors, and instructional teams.
• Experience supporting high-volume BPO operations and multiple programs/accounts.
• Willingness to work shifting schedules including weekends/holidays.

Responsibilities

• Develop and execute the organization's Training & Development strategy.
• Own end-to-end training lifecycle from New Hire Training to nesting and post-training.
• Oversee new hire, product, process, systems, customer service, and refresher training.
• Partner with Ops, QA, WFM, HR, TA, IT and leadership to align learning with business goals.
• Establish learning analytics and a comprehensive training dashboard.

Skills

Leadership

Training management

BPO domain knowledge

Stakeholder management

Curriculum development

Education

Bachelor's degree in Psychology, Education, Human Resources, Business Administration, Organizational Development, or a related discipline

Master's degree in Psychology, HR, Education, Organizational Development, Business, or a related field is an advantage

Tools

Learning Management System (LMS)

Job description

Cebu City, Philippines | Posted on 10/02/2026

The Training & Development Manager is responsible for leading the organization’s end-to-end Learning & Development function across new hire training, nesting, product and process training, upskilling, refresher programs, leadership development, and performance improvement initiatives.

The role serves as a strategic partner to Operations, Quality Assurance, Workforce Management, Human Resources, Talent Acquisition, and Executive Leadership, ensuring that learning initiatives translate into measurable improvements in operational performance.

The Training & Development Manager will build a data-driven, scalable, and performance-focused learning ecosystem that supports rapid workforce deployment, speed-to-proficiency, employee retention, leadership succession, client requirements, and operational excellence within a fast-paced BPO environment.

KEY RESPONSIBILITIES

1. Learning & Development Strategy

• Develop and execute the organization's overall Training &Development strategy aligned with business objectives, operationalrequirements, client expectations, and workforce plans.
• Establish standardized training frameworks, policies,governance, and delivery standards across accounts and functions.
• Conduct regular Training Needs Analysis (TNA) using operationalKPIs, QA findings, customer feedback, employee performance data, businessforecasts, and organizational priorities.
• Translate business and performance gaps into measurablelearning interventions.
• Develop annual and quarterly L&D roadmaps coveringonboarding, technical/process training, upskilling, leadershipdevelopment, and succession planning.
• Benchmark training practices against current BPO industrystandards and continuously introduce improvements.

2. BPO Training Operations

• Own the end-to-end training lifecycle from New Hire Training(NHT) through nesting, production endorsement, and post-trainingperformance monitoring.
• Oversee new hire, product, process, systems, customer service,sales, compliance, refresher, and upskilling programs.
• Establish clear readiness and certification standards beforeemployees are endorsed to Operations.
• Monitor training throughput, graduation, certification,attendance, assessment results, attrition, and readiness.
• Drive improvements in speed-to-proficiency andtime-to-production.
• Establish structured transition and nesting frameworks toensure trainees can successfully apply classroom learning in production.
• Ensure training capacity and manpower requirements are alignedwith recruitment forecasts and operational hiring plans.
• Lead the development of competency-based curricula for Agents,Team Leaders, Supervisors, Managers, and support functions.
• Apply ADDIE, adult learning principles, competency-basedlearning, experiential learning, and performance-based instructionaldesign.
• Develop facilitator guides, learner guides, presentations,assessments, simulations, knowledge checks, job aids, SOPs, andcertification programs.
• Utilize blended learning methodologies including classroominstruction, virtual instructor-led training, e-learning, microlearning,simulations, role-play, coaching, and on-the-job learning.
• Ensure training content is accurate, current, standardized, andaligned with client processes and operational requirements.
• Establish a formal content governance process to ensuretraining materials are updated whenever processes, products, systems, orclient requirements change.
  

4. Performance & Quality Alignment

• Partner closely with Operations and Quality Assurance toidentify performance gaps and determine whether training, coaching,process, or behavioral interventions are required.
• Analyze operational metrics including:
• Average Handle Time (AHT)
• Quality Assurance scores
• CSAT
• NPS
• Attendance and adherence
• Attrition
• Productivity
• Error rates
• Escalations
• Develop targeted learning interventions based on actualperformance data.
• Establish post-training monitoring to determine whetherlearning is transferred effectively into production.
• Develop action plans for underperforming batches, individuals,trainers, and programs.
• Work with Operations to measure the business impact of traininginterventions.

5. Training Analytics & LearningEffectiveness

• Establish a comprehensive Training Performance Dashboardcovering training throughput, graduation, assessment results, trainerperformance, speed-to-proficiency, nesting performance, andpost-production outcomes.
• Use learning analytics and operational data to identify trends,risks, and performance opportunities.
• Measure training effectiveness beyond learner satisfaction byevaluating knowledge retention, behavioral application, productionperformance, and business impact.
• Conduct cohort and batch analysis to identify recurring causesof training failure, attrition, or skill mismatch.
• Present training trends, insights, risks, and correctiveactions to Executive Leadership and relevant stakeholders.

6. Trainer Management &Certification

• Lead, coach, and develop Trainers, Training Supervisors,Training Specialists, and instructional resources.
• Establish formal Train-the-Trainer (TTT) and trainercertification programs.
• Conduct trainer calibration to ensure consistency infacilitation, assessment, coaching, and evaluation.
• Establish trainer performance scorecards and development plans.
• Conduct regular observation, quality audits, coaching, andperformance reviews.
• Build a strong internal pipeline of trainers and futureTraining Leaders.
• Develop structured leadership programs for Team Leaders,Supervisors, Operations Managers, and high-potential employees.
• Establish competency frameworks and development pathways forcritical roles.
• Implement coaching and leadership development programs focusedon people management, performance management, communication,problem-solving, accountability, and employee engagement.
• Partner with HR and Operations to identify high-potentialemployees and establish succession plans.
• Improve internal promotion readiness and leadership benchstrength.

8. Client & Stakeholder Management

• Serve as a key Training representative in client meetings,business reviews, calibrations, transitions, launches, and escalations.
• Translate client requirements into executable learningstrategies and training plans.
• Partner with Operations, QA, WFM, HR, TA, IT, and other supportfunctions to ensure training readiness.
• Manage training requirements for new account launches, clienttransitions, migrations, expansions, product launches, and major processchanges.
• Provide executive-level reporting on training performance,risks, opportunities, and business impact.

9. Learning Technology & DigitalEnablement

• Manage and optimize the organization's Learning ManagementSystem (LMS) and other learning technologies.
• Utilize digital learning, e-learning, microlearning, virtualtraining, asynchronous content, and performance support tools.
• Monitor learner completion, assessment results, certification,and learning records through digital platforms.
• Evaluate emerging learning technologies and recommend solutionsthat improve scalability, learner engagement, and training efficiency.
• Utilize tools such as e-learning authoring platforms, digitalcollaboration platforms, analytics dashboards, and AI-enabled learningsolutions where appropriate.

10. Compliance & Training Governance

• Ensure all mandatory, regulatory, client-required, andcompany-specific training programs are completed and properly documented.
• Maintain accurate and audit-ready training records.
• Establish training governance standards covering curriculumownership, version control, assessments, certification, attendance, anddocumentation.
• Ensure training delivery is consistent with company policies,client requirements, and applicable Philippine regulatory requirements.
• continuous learning and operational improvement within theTraining function.
• Use Lean, Six Sigma, root-cause analysis, and structuredproblem-solving methodologies where applicable.
• Identify opportunities to reduce training cycle time, improvetraining quality, increase graduation rates, and reduce skill-mismatchattrition.
• Conduct regular benchmarking against BPO industry practices andemerging L&D methodologies.
  
• Lead improvement projects that enhance trainingefficiency, learner experience, and operational outcomes.
  

Requirements

• Bachelor's degree in Psychology, Education, Human Resources,Business Administration, Organizational Development, or a relateddiscipline.
• Master's degree in Psychology, HR, Education, OrganizationalDevelopment, Business, or a related field is an advantage.
• 7–10 years of progressive experience in BPO Training, Learning& Development, Organizational Development, or related operationalenablement functions.
• At least 3–5 years in a Training Manager, Senior TrainingManager, or equivalent leadership role.
• Demonstrated experience managing Trainers, TrainingSupervisors, Training Specialists, or instructional design teams.
• Proven experience supporting high-volume BPO operations andmultiple programs/accounts.
• Experience managing New Hire Training, Nesting, Upskilling,Refresher Training, and Performance Improvement programs.
• Experience supporting account launches, transitions,migrations, expansions, or major process changes is highly preferred.
• Willingness to work shifting schedules andsupport business requirements, including weekends or holidays when necessary.
  

What We Offer

• Attractive and uncapped commission structure.
  
• Performance-based incentives and rewards.
  
• Comprehensive training and ongoing coaching.
  
• Career growth and advancement opportunities.
  
• Supportive and collaborative work environment.
  

Why Join Us?

Sales is not for the faint of heart. It requires resilience, determination, and the ability to step outside your comfort zone. However, for those willing to embrace the challenge, the rewards can be life changing.

If you're ambitious, driven by results, and excited about the opportunity to earn more while building valuable career skills, we would love to hear from you.