Training Manager

dnata Travel Group; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading travel and hospitality company seeks a Training Manager to design and lead training programs for Global Operations staff. The role entails managing onboarding, upskilling, and continuous learning to ensure high-quality customer service. Candidates should have a strong background in training within a call centre, excellent communication skills, and a strong grasp of adult learning principles. The position requires relocation to Clark, Pampanga and is suitable for Filipino citizens or those with relevant residence status.

Qualifications

• Minimum of 5 years experience in a Contact Centre.
• At least 2 years experience as a Training Manager in a call centre.
• Proficiency in training delivery tools.

Responsibilities

• Design and manage training programs for Global Operations staff.
• Conduct training needs assessments for skills gaps analysis.
• Measure and report training effectiveness and ROI.

Skills

Training leadership

Adult learning principles

Analytical skills

Communication skills

Facilitation skills

Interpersonal skills

Education

'A' level education or equivalent

Tools

Learning Management Systems (LMS)

Job description

Job Summary:

The Training Manager is responsible for designing, implementing, and managing training programs that enhance the skills, knowledge, and performance of Global Operations staff. This role plays a key part in ensuring high-quality customer service by delivering effective onboarding, upskilling, and continuous learning initiatives. The Training Manager collaborates closely with operations, quality assurance, and HR to align training with business goals and customer expectations.

Key Responsibilities:

• Design, deliver, and manage end-to-end training programs including onboarding, product knowledge, customer service, soft skills, systems, and compliance.
• Conduct regular training needs assessments to identify skills gaps and opportunities for performance improvement.
• Establish clear training objectives and success metrics aligned with business goals and customer experience KPIs.
• Measure and report on training effectiveness and ROI, including impact on productivity, first call resolution, customer satisfaction, employee retention, and quality scores.
• Collaborate with Operations, Quality Assurance, and HR to align training initiatives with business performance and strategic priorities.
• Lead, coach, and develop a team of trainers to ensure high-quality and consistent training delivery.
• Optimize training processes and materials based on feedback, performance trends, and evolving business needs.
• Support new system and process rollouts with tailored training and change management support.
• Maintain accurate records of training activities, evaluations, and compliance requirements.
• Present training impact reports and ROI analyses to senior leadership to inform strategic decisions.

Pre-requisites

• Applicants must be willing to work and relocate to Clark, Pampanga
• Applicants must be a Filipino citizen or have a relevant residence status

Required Qualifications:

• ‘A’ level education; Graduate of a 4-year course or 12+3 educational attainment equivalent
• Minimum of 5 years Contact Centre experience with in-depth, demonstrable training leadership experience
• Required minimum of 2 years Training Manager experience in a call centre environment
• Strong understanding of adult learning principles, training methodologies, and instructional design.
• Excellent communication, facilitation, and interpersonal skills.
• Proficiency in using Learning Management Systems (LMS) and training delivery tools.
• Analytical skills to assess training effectiveness and drive improvements.
• Ability to manage multiple projects and adapt to changing priorities.