Training Supervisor (Collections)

Ubiquity; Iloilo City; On-site; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic, fast-paced environment

Job summary

Ubiquity seeks a Training Supervisor to lead CX Trainers and oversee learning programs, ensuring high-quality delivery and client-aligned outcomes. The role focuses on coaching, program governance, and performance monitoring to improve learner readiness and business impact.

The successful candidate will partner with Operations, Quality, and IT, manage multiple training tracks, and travel or work onsite for launches when required.

Qualifications

• 3–5 years in Learning & Development, training, or instructional design.
• 1–2 years leading or supervising trainers or learning professionals preferred.
• BPO/contact center experience strongly preferred, especially in a CX environment.
• Willingness to travel or work onsite for program launches and stakeholder engagement.

Responsibilities

• Lead and develop a team of CX Trainers to meet training objectives.
• Oversee the execution of CX training programs, ensuring quality and client alignment.
• Monitor training performance and drive continuous improvement across programs.
• Collaborate with Operations, Quality, and clients on training initiatives and governance.
• Manage program handoffs from implementation to production and ensure readiness.

Skills

Team leadership

Coaching

Trainer supervision

CX Training

Learning & Development

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As aTraining Supervisor you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

Job Summary

The Learning & Development Supervisor – CX Training is responsible for leading and overseeing the successful execution of training programs, ensuring consistent training quality, operational readiness, and alignment with business and client requirements.

This role provides day-to-day leadership and coaching to CX Trainers while serving as a key partner to Operations, Quality, Workforce Management, Training Implementation, clients, and other internal stakeholders. The supervisor ensures training programs are delivered effectively from implementation through production handoff, while identifying opportunities to improve learner readiness, trainer performance, curriculum effectiveness, and overall business outcomes.

The role is also accountable for monitoring training performance, addressing risks and escalations, driving continuous improvement, and ensuring adherence to Learning & Development standards, processes, and governance.

Key Responsibilities

Team Leadership and People Development

Lead, coach, and develop a team of CX Trainers to ensure consistent delivery and achievement of training objectives.

Conduct regular coaching, performance reviews, and developmental discussions with Trainers. Monitor trainer performance, productivity, attendance, and adherence to L&D standards. Identify capability gaps and implement targeted coaching, upskilling, and development plans.

Support trainer certification and re-certification programs to maintain facilitation and process competency.

Foster a culture of accountability, collaboration, continuous learning, and high performance.

Provide guidance and support to Trainers in managing learner, client, and operational concerns.

Training Program Oversight

Oversee the execution of new hire, upskilling, refresher, and other CX training programs.

Ensure training programs are delivered according to approved curriculum, timelines, quality standards, and client requirements.

Monitor class progress, learner performance, attendance, graduation, and readiness for production.

Review training plans and ensure appropriate coverage of process, product, systems, soft skills, and customer experience requirements.

Provide oversight during program implementation and ensure smooth transition from implementation to Training Operations.

Lead the program handoff process at the designated production milestone, with extended support based on business or client requirements.

Client and Stakeholder Partnership

Serve as a key point of contact for training-related matters with Operations, Quality, clients, and other internal stakeholders.

Participate in client meetings, calibrations, implementation discussions, and business reviews as required.

Build strong partnerships with Operations Managers, Senior Operations Managers, Quality, WFM, Training Implementation, IT, and other support teams.

Navigate client and internal stakeholder conversations professionally, providing recommendations and solutions based on training expertise.

Ensure training concerns, decisions, action items, and commitments are clearly communicated and followed through.

Escalate critical issues and risks to the Manager, Learning & Development with appropriate recommendations and action plans.

Training Performance and Business Outcomes

Monitor training performance against established L&D and program KPIs.

Analyze learner and training data to identify trends, gaps, and opportunities for intervention.

Review metrics such as training graduation, learner performance, training utilization, post-training performance, and new-hire readiness.

Partner with Operations and Quality to understand post-training performance and identify opportunities to improve training effectiveness.

Recommend targeted interventions, refresher training, coaching, or curriculum changes based on performance data.

Support the development and implementation of action plans when training outcomes are below expectations.

Coordinate with IT, IT PMO, and support teams to address system and access issues impacting training.

Ensure User Access Testing and other training-readiness activities are completed within required timelines.

Establish appropriate mitigation plans for risks affecting training schedules, attendance, resources, or learner readiness.

Trainer Certification and Content Mastery

Ensure Trainers achieve required product, process, and facilitation certifications before delivering training.

Oversee Train-the-Trainer activities and certification processes for new and updated programs.

Ensure Trainers maintain process and product mastery through continuing education, updates, certifications, and required phone interactions.

Establish and maintain standards for trainer readiness and ongoing competency.

Partner with clients or designated internal certifiers to ensure appropriate product certification requirements are met.

Role Requirements

Experience

At least 3–5 years of experience in Learning & Development, training, instructional design, training implementation, or a related field**.

At least 1–2 years of experience leading, coaching, or supervising trainers or learning professionals preferred.

BPO/contact center experience is strongly preferred, particularly in a customer experience environment.

Experience supporting new program implementations and client-facing training initiatives is an advantage.

Other Requirements

Ability to manage multiple programs, sites, clients, and shifting business priorities.

Willingness to support business-critical training activities outside standard schedules when required.

Ability to travel or work onsite when required for program launches, implementation, business reviews, calibrations, or stakeholder engagement.

Demonstrates strong ownership, accountability, professionalism, and commitment to learner, employee, client, and business experience.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success.