URGENT! Supv. Training & Quality | ALA | ACTIVE POOLING

Concentrix Philippines; Muntinlupa; On-site; PHP 558,000 - 949,000; Full time

Job summary

Convergys is seeking a Supervisor Training and Quality to lead the training department, plan and implement classroom training for client programs, and cultivate strong client and internal relationships. The role focuses on reducing costs, driving performance improvements, and increasing revenue through effective supervision and process enhancements.

The position requires overseeing training schedules, conducting trainer assessments, and coordinating with Training Managers, Operations, and

Qualifications

• Bachelor's Degree in related field from a four-year college or university, with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Self-starter with sense of urgency and ability to work under pressure.
• Ability to foster professionalism and relationship building for self and team.
• Strong attention to detail.
• Ability to work a flexible schedule.

Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves.
• Drive initiatives to improve the quality of training provided at Convergys in all departments by evaluating and improving internal processes.
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations.
• Conduct Train-the-Trainer sessions.
• Conduct quarterly one-on-ones with Trainers.
• Coordinate with the Quality Supervisor and Operations on consistency issues.
• Create and maintain consultant training schedule.
• Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants.
• Provide written and verbal feedback of trainer performance, based on personal observations and feedback from other internal and client sources.
• Conduct on site audits of trainers during live situations.
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization.
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints

Skills

Strong communication

Microsoft Office

Team leadership

Mentoring / coaching

Attention to detail

Work under pressure

Flexibility

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

The Supv Training and Quality assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation. This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

Essential Functions/Core Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Drive initiatives to improve the quality of training provided at Convergys in all departments by evaluating and improving internal processes
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
• Conduct Train-the-Trainer sessions
• Conduct quarterly one-on-ones with Trainers
• Coordinate with the Quality Supervisor and Operations on consistency issues
• Create and maintain consultant training schedule
• Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants
• Provide written and verbal feedback of trainer performance, based on personal observations and feedback from other internal and client sources
• Conduct on site audits of trainers during live situations
• Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
• Strong attention to detail
• Ability to work a flexible schedule

Career Framework Role

Receives assignments in tasks-oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically, does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.