Training Director, BPO & Smart Home Ops

Valor Global, Inc.; Biñan; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Valor Global, Inc. is seeking a seasoned Training Manager to oversee onboarding, nesting, and ongoing upskilling initiatives for a BPO environment with a focus on smart home security and related software platforms.

You will line-manage Training Supervisors, Trainers, and Instructional Designers while ensuring training strategies meet client SLAs such as FCR, AHT, and CSAT. Emphasis on data-driven improvements and adherence to SOPs.

Qualifications

• Bachelor's degree in Business, Human Resources, Education, or related field (or equivalent operational leadership experience).
• 5+ years of training experience in a BPO setting, with at least 2-3 years in a managerial or senior managerial capacity.
• Experience managing Home Security, Technical Support, Smart Home IoT, or Telecommunications accounts preferred.
• Expertise in adult learning principles, instructional design, and blended learning methodologies.
• Strong data analysis skills to link learning metrics to operational performance.

Responsibilities

• Oversee training delivery across onboarding, nesting, and upskilling programs.
• Direct line-manage Training Supervisors, Trainers, and Instructional Designers.
• Align training strategies with client SLAs (FCR, AHT, CSAT, dispatch accuracy).
• Develop and refine training modules for smart home security hardware and software platforms.
• Ensure adherence to emergency escalation paths, false alarm mitigation, and SOPs.
• Drive cross-skilling programs across technical support, customer retention, and upsell capabilities.
• Conduct regular training gap analyses using line metrics and QA insights.
• Partner with Operations and QA leaders to implement refresher programs for underperforming cohorts.
• Track throughput, certification pass rates, and early-stage attrition (0-90 days).

Skills

Leadership

Data analysis

LMS proficiency

Instructional design

Stakeholder management

Education

Bachelor's degree in Business, Human Resources, Education, or related field

Tools

Learning Management Systems (LMS)

Remote/Hybrid delivery tools

Job description

Valor Global, Inc. is seeking a seasoned Training Manager to oversee onboarding, nesting, and ongoing upskilling initiatives for a BPO environment with a focus on smart home security and related software platforms.

You will line-manage Training Supervisors, Trainers, and Instructional Designers while ensuring training strategies meet client SLAs such as FCR, AHT, and CSAT. Emphasis on data-driven improvements and adherence to SOPs.