Training Supervisor

Intelegencia; Hinoba-an; On-site; PHP 1,200,000 - 2,200,000; Full time

Job summary

Intelegencia is seeking a Lead, Learning & Development for our BPO operations. You will mentor a team of training specialists, design high-impact programs, and partner with department leaders to close skill gaps that move the business forward.

You will develop and execute a forward-thinking training strategy, lead program design and evaluation, and promote continuous improvement through engaging sessions and measurable outcomes across departments.

Qualifications

• 5+ years in training and development within BPO spaces.
• Proven ability to design and implement effective training programs.
• Strong adult learning principles and instructional design knowledge.
• Excellent communication and interpersonal skills across levels.
• Demonstrated leadership and capability to mentor teams.
• Proactive, results-oriented with ability to manage multiple priorities.
• Experience with MS Office and e-learning tools; data-driven improvements.

Responsibilities

• Develop and execute a forward-thinking training strategy across departments.
• Lead and mentor a team of training specialists to deliver high-quality programs.
• Design, implement, and evaluate training programs with measurable impact.
• Assess training effectiveness using feedback, assessments, and metrics.
• Facilitate workshops and learning opportunities to share knowledge.
• Monitor performance and recommend further improvements for agents.
• Stay updated on industry trends to keep programs competitive.
• Create engaging training materials using instructional design techniques.

Skills

Leadership

Instructional design

Data analysis

Communication

Stakeholder management

Project management

MS Office

E-learning tools

Tools

Articulate

Captivate

Vyond

Job description

Lead our learning and development practice for BPO operations. You'll mentor a team of training specialists, design and deliver high-impact programs, and partner with department leaders to close the skill gaps that move the business forward.

Job Description

• Develop and execute a forward-thinking training and development strategy that supports organizational objectives and addresses skill gaps across departments.
• Lead a team of training specialists, providing mentorship, guidance, and performance management to ensure high-quality training delivery.
• Lead the design, implementation, and evaluation of training programs, ensuring they are impactful, engaging, and tailored to diverse learning styles.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making continuous improvements as needed
• Promote a culture of continuous improvement by facilitating workshops, seminars, and other learning opportunities that encourage knowledge sharing.
• Monitor, track and report on new hire and tenured agent performance and provide recommendations on continued improvements as needed
• Stay abreast of industry trends and best practices in training and development to ensure training programs remain competitive and relevant.
• Design and curate engaging training materials and resources, leveraging modern instructional design techniques and technologies.
• Facilitate and observe training sessions, ensuring a positive and impactful learning experience for participants.
• Collaborate with department leaders and subject matter experts to identify training needs and tailor programs to address specific skill gaps and development opportunities.
• Conduct needs assessments to identify skill gaps and recommend appropriate training solutions

Qualifications

• 5+ years of experience in training and development in the business process outsourcing space, with a proven track record of designing and implementing successful training programs
• Proven track record of designing and implementing successful training programs that drive employee performance and engagement.
• Strong knowledge of adult learning principles and instructional design methodologies.
• Exceptional communication and interpersonal skills, with the ability to present ideas clearly and inspire others, building relationships at all levels of the organization
• Strong leadership capabilities, fostering collaboration and building trust among team members.
• Proactive and results-oriented, with a commitment to achieving organizational goals.
• Focused and adaptable, with a strong ability to manage multiple priorities and deadlines
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other training software
• Familiarity with e-learning development tools (e.g., Articulate, Captivate, Vyond, etc.)
• Experience in data analysis to assess training effectiveness and impact
• Commitment to fostering an inclusive and supportive workplace culture
• Willing to work onsite and on shifting schedules and holidays