Training Manager

Atain; Muntinlupa; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Atain is seeking a seasoned Training Manager to lead and grow the training team supporting assigned processes. You will oversee pre-process, process, and certification training to ensure operational and client metrics are met.

The role requires 4–5 years in training delivery and leadership within BPO, strong analytics, and a proven ability to partner with Directors and client teams to drive improvements through learning initiatives.

Qualifications

• 4–5 years in training delivery/L&D with 2–3 years leading training teams across multiple geographies.
• Experience handling Airline/Travel accounts is an advantage.
• Strong operations acumen with knowledge of KPIs like CSAT/DSAT, QA, and AHT.
• Skill in Training Needs Analysis and determining root causes of performance gaps.
• Proven training performance management including throughput, graduation, attrition and capacity.
• Experience presenting to Directors/VPs and client teams; executive stakeholder management.
• Digital Learning/Transformation capability with evidence of new processes or AI-enabled learning.
• Background in travel, hospitality, airline, customer service, or complex BPO environments.

Responsibilities

• The purpose of this role is to manage and develop the training team supporting assigned process/es.
• Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Skills

Training delivery

L&D leadership

Stakeholder management

Performance analytics

Digital learning

BPO domain knowledge

Job description

The purpose of this role is to manage and develop the training team supporting assigned process/es. Role may cover Pre-process, Process, and Certification ensuring operational and client metrics are aligned with training.

Qualifications:

• Years of Experience: Minimum 4-5 years in training delivery, L&D with at least 2 to 3 years managing training leaders, trainers and multi-geo training operations.
• Handling Airline/Travel account is an advantage
• Operations acumen - must understand BPO KPIs beyond training: CSAT/DSAT, QA, AHT, etc. Must be able to articulate training performance to operational outcomes.
• Training Needs Analysis - demonstrated ability to determine whether a performance problem is caused by knowledge, skill, behavior, process, leadership, technology, or environment)
• Training performance management - experience managing throughput, graduation/pass rate, attrition, speed to proficiency, nesting performance, trainer utilization and training capacity
• Executive stakeholder management - must have presented performance, risks and recommendations directly to Directors/VPs and clients. Strong stakeholder management with Operations, Quality, WFM, TAG, HR leaders and client facing teams.
• Digital Learning/Transformation capability - can evidence implementing new processes, curriculum redesign, AI-enabled learning or digital learning initiatives
• Experience in travel, hospitality, airline, customer service, or complex BPO environments

They stand out if (nice to haves):

• Able to demonstrate strong analytical capability, including trend analysis, cohort analysis, pareto analysis, segmentation and performance driver identification.
• Ability to challenge existing practices and senior stakeholders constructively using data and business rationale.
• Ability to independently identify risks, develop solutions, and execute without requiring constant direction.