Training Supervisor (BPO)

VXI Global Solutions; Pampanga; On-site; PHP 558,000 - 781,200; Full time

Job summary

VXI Global Solutions in Clark, Philippines, is seeking a Training Supervisor to lead the department's activities and ensure training programs meet client and operational needs. You will coordinate planning, reporting, and delivery, while collaborating with Operations, HR, and Client Relations to drive program effectiveness and continuous improvement.

The role requires overseeing timelines, headcount, calibration with clients, and ensuring quality standards and audits are met.

Qualifications

• Bachelor's/College Degree in HRM, Business Studies/Administration/Management, Commerce or equivalent.
• At least 2 year(s) of working experience in the Training field is required for this position.
• Must be a Training Supervisor for at least 1 year and above; Telco experience is preferred.
• OD background an advantage.
• Candidate must be amenable to work in our VXI Clark site and in a night shift.

Responsibilities

• Oversees the activities of the Training department in delivering programs and initiatives that are responsive to individual, operational and client needs
• Assist in the strategic planning and fiscal management of the department
• Receives Training instruction from client, communicates the need to the department/s concerned, and directs the implementation of necessary programs
• Updates and sends Training reports to client, covering training progress, evaluation and audit results, as well as other training details
• Spearhead Training ramp/capacity plans and implementation of related training activities by managing training timelines, nesting and OJT requirements, training headcount, logistics, billable hours and associated company and client-specific deliverables
• Initiates calibration sessions with the clients to ensure consistency in the implementation of performance standards
• Develops long-term strategy and process improvement initiatives impacting Training through constant reviews and needs analysis
• Execute tactical decisions and action plans based on pass-fail thresholds, training funnel data, class attrition, trainer throughput, production-related performance correlations with training. Plans for continuation training via needs assessment and feedback from operations and other support departments
• Liaise with other departments e.g. Operations, Human Resources and Client Relations in ensuring achievement of learning and training goals for the campaign through meaningful calibrations, huddles and meetings
• Manage and develop team for the assigned program(s) through classroom assessments, certification, coaching and structured consultations
• Evaluates the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performance
• Conducts departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and client or project updates on a regular basis
• Enforces discipline among staff; documents infractions of company rules by accomplishing an Incident Report (IR) Form, as necessary; submits the IR form to the Human Resources Department (HRD) for processing
• Performs other duties that may be assigned from time to time

Job description

• Oversees the activities of the Training department in delivering programs and initiatives that are responsive to individual, operational and client needs
• Assist in the strategic planning and fiscal management of the department
• Receives Training instruction from client, communicates the need to the department/s concerned, and directs the implementation of necessary programs
• Updates and sends Training reports to client, covering training progress, evaluation and audit results, as well as other training details
• Spearhead Training ramp/capacity plans and implementation of related training activities by managing training timelines, nesting and OJT requirements, training headcount, logistics, billable hours and associated company and client-specific deliverables
• Initiates calibration sessions with the clients to ensure consistency in the implementation of performance standards
• Develops long-term strategy and process improvement initiatives impacting Training through constant reviews and needs analysis
• Execute tactical decisions and action plans based on pass-fail thresholds, training funnel data, class attrition, trainer throughput, production-related performance correlations with training. Plans for continuation training via needs assessment and feedback from operations and other support departments
• Liaise with other departments e.g. Operations, Human Resources and Client Relations in ensuring achievement of learning and training goals for the campaign through meaningful calibrations, huddles and meetings
• Manage and develop team for the assigned program(s) through classroom assessments, certification, coaching and structured consultations
• Evaluates the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performance
• Conducts departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and client or project updates on a regular basis
• Enforces discipline among staff; documents infractions of company rules by accomplishing an Incident Report (IR) Form, as necessary; submits the IR form to the Human Resources Department (HRD) for processing
• Performs other duties that may be assigned from time to time

Requirements:

• Candidate must possess at least a Bachelor's/College Degree , Human Resource Management, Business Studies/Administration/Management, Commerce or equivalent.
• At least 2 year(s) of working experience in the Training field is required for this position.
• Must be a Training Supervisor for at least for 1 year and above, Telco experience is preferred
• OD background an advantage
• Candidate must be amenable to work in our VXI Clark site and in a night shift