URGENT HIRING: Training Manager (Cebu)

Foundever®; Cebu City; On-site; PHP 550,000 - 850,000; Full time

Job summary

Foundever® is seeking an experienced Training Manager to design and oversee training programs for site-based adult learners in Cebu City. You will hire, train, and supervise a staff of trainers and develop programs for contact center personnel, including management development.

Responsibilities include analyzing data to identify skill needs, designing learning strategies with Operations Managers, conducting advanced trainings, and ensuring effective feedback and facilitator training.

Qualifications

• Minimum 2 years in the role experience.
• Strong knowledge of Customer Service including phone, email, chat, and English communication.
• Experience in Training Program Implementation.
• Understanding of standards and process documentation.
• Experience in Adult Learning and Continuous Process Improvement.
• Excellent planning and analytical/problem-solving skills.
• Leadership and people management capability.
• Customer service orientation and onsite work ability.
• Not open to relocation.

Responsibilities

• Manage training programs and learning experiences for adult learners on site.
• Hire, train and supervise a staff of trainers.
• Develop/implement training programs for contact center personnel, including management development.
• Develop evaluation instruments to assess training effectiveness.
• Identify skill requirements for sites using data analysis.
• Design learning strategies with Coaches and Operations Managers.
• Conduct the most complex training classes.
• Develop standards for monitoring agents.
• Ensure feedback programs guide agents to correct problems.
• Conduct train-the-facilitator sessions to keep trainers effective.

Skills

Customer Service

Training Program Implementation

Adult Learning

Leadership

People Management

Analytical Skills

Problem Solving

Planning Skills

English Communication

Adaptability

Job description

Role and Responsibilities

• Manages training programs and learning experiences for adult learners in a site.
• Hires, trains and supervises a staff of trainers.
• Develops/implements training programs for contact center personnel, which may include management development programs.
• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.
• Conducts the most complex training classes.
• Develops standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers effective.

Requirements

• At least 2 years in the role experience
• Considerable understanding and knowledge of Customer Service, including but not limited to, phone support, phone handling, e-mail / chat support and English Communications and Management Principles and Practices
• Experience in Training Program Implementation
• Understanding of standards and process documentation
• Ample experience in actual training of Adult Learning and Continuous Process Improvement
• High level of conceptualization and planning skills
• Strong analytical, problem-solving, and decision-making skills
• Goal oriented with commitment to achievement and excellence
• Effective in execution of plans assigned to him/her
• Flexibility in training, schedules, and tasks and to the changing business environment as a whole
• Effective Leadership and People Management
• Strong customer service orientation
• ability to work onsite
• not open for relocation

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.