Training Manager (BPO)

Private Advertiser; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Private Advertiser is seeking a Training Manager to lead training operations across assigned accounts, overseeing Training Leads and ensuring curriculum execution aligned with business needs.

You will drive Training Needs Analyses, curriculum updates, and delivery quality, while monitoring performance metrics and presenting findings to senior leaders and clients.

Qualifications

• 5–8 years of training experience in BPO/CC
• 2–3 years leading Training Leads or multi-batch training
• Experience conducting account-level Training Needs Analyses
• Experience presenting training insights to senior leaders
• Preferred certifications in instructional design or BI

Responsibilities

• Oversee Training Leads and develop their leadership and curriculum execution
• Ensure Training Needs Analyses, curriculum updates, delivery, and reporting
• Monitor graduation rates, time-to-proficiency, and post-training quality
• Lead account-level analyses correlating quality and CSAT with training gaps
• Coordinate with Quality, Ops, WFM and TA; represent training in governance meetings
• Calibrate content and readiness across accounts; present in reviews
• Coach Training Leads to strengthen facilitation and analysis capability

Skills

Training experience

Leadership of Training Leads

Data-driven training decisions

Stakeholder communication

Presentation to senior leaders

Education

Bachelor's Degree in Education or related field

Job description

About the role

The Training Manager leads Training operations across one or more accounts or business units through direct oversight of Training Leads, ensuring consistent execution of Training Needs Analysis, curriculum management, delivery quality, and learner performance. Working closely with Quality, Operations, Workforce Management, and Talent Acquisition. The Training Manager translates account-level performance and quality data into targeted training interventions, serving as the primary Training representative for assigned accounts in client governance forums. The Training Manager is accountable for the overall training performance of assigned accounts while ensuring governance standards established by the Senior Training Manager are consistently implemented and sustained.

Key responsibilities

• Lead training operations across assigned accounts by directly overseeing Training Leads and managing their development to ensure effective leadership, curriculum execution, and achievement of training objectives

• Ensure Training Leads and Trainers consistently execute Training Needs Analysis, curriculum updates, delivery, and reporting activities

• Monitor training performance and operational health including graduation rates, time-to-proficiency, and post-training quality across assigned accounts

• Conduct or oversee account-level Training Needs Analyses, correlating quality, CSAT, and operational data with training and curriculum gaps

• Guide Training Leads in developing curriculum interventions and refresher plans in response to Training Needs Analysis findings

• Serve as the day-to-day liaison between Training and Quality, Operations, and Workforce Management for assigned accounts

• Serve as the primary Training representative for assigned accounts during client governance meetings and training reviews

• Lead account-level curriculum alignment and calibration sessions to ensure agreement on content, delivery standards, and readiness expectations

• Prepare and present training performance, Training Needs Analysis findings, and curriculum plans during Weekly, Monthly, and Quarterly Business Reviews

• Coach and develop Training Leads to strengthen leadership, facilitation calibration, and Training Needs Analysis capability

About you

• 5–8 years of Training experience within the BPO or Contact Center industry

• At least 2–3 years leading Training Leads or a multi-batch training function

• Proven experience conducting account-level Training Needs Analysis, curriculum governance, and client-facing training presentations

• Experience presenting business performance and training insights to senior operational leaders and clients

• Bachelor's Degree in Education, Communications, Psychology, Human Resources, Business Administration, Organizational Development, Instructional Design, or any related field is preferred

• Certifications such as Instructional Design, Train-the-Trainer, Coaching, Lean Six Sigma, or Business Intelligence are an advantage