Manager Learning Delivery | Training-Learning and Development | Pasay

Essential Duties & Responsibilities

• Responsible for managing multiple Trainers at one or more contact center locations to effectively deliver all client and company required new hire and ongoing training.

• Ensures consistency of client training delivery within and across sites. Responsible for sharing and implementing best practices which drive consistency.

• Calibrates with Quality department and is effective in identifying and acting on opportunities that improve the quality and value of the service we provide to our clients and employees.

• Interview, hire, train, and mentor Training staff to support the needs of assigned location(s).

• Coordinates resources with Operations and Human Resources for all requested new hire training class demands, including assignment of Training staff and coordinating logistics to ensure a seamless process for new hires.

Coordinates client and company compliance training as required.

• Responsible for overseeing Academy Bay (A-Bay) and ensures all required training modules and assessments, Coaching for Results sessions, support ratios, staff certification, and graduation quality standards are adhered to.

• Verifies all new hire graduation standards are met before releasing agents to A-Bay and/or Operations.

• Ensures all Training

staff members are certified and have completed all client and company required

certification courses.

• Maintains records and evaluates statistical reports to evaluate performance of trainers and implement action plans to correct performance deficiencies. Provides frequent coaching sessions to review performance, survey results and develop skills.

• Reinforces the company's training methodology (i.e., TIPS - Teach, Illustrate, Practice, and Simulate) adult learning principles in all new hire and reinforcement training events.

• Builds and incorporates client role play scenarios into the new hire training materials and develops trainers to be effective and engaging facilitators.

• Assess effectiveness of client programs and interfaces with clients for new and existing training initiatives.

Analyzes training needs, identify appropriate training solutions, and partner with Operations for new training

programs and reinforcement training.

• Ensures trainers complete required phone time handling agent-level calls to maintain knowledge of program(s).

Qualifications & Requirements

Education:

• Bachelor's Degree or equivalent in relevant work experience.

Experience:

• 4 years related training/operations experience, inclusive of 1+ years directly managing staff required.

• 5+ years related training/operations experience preferred

• Extensive work experience as a Trainer preferred

• Internal or external training experiences in a service industry, call center environment preferred.

Knowledge, Skills, Abilities & Other Characteristics:

• Extensive and demonstrable knowledge of computer software programs

• Ability to provide thought leadership and recommendations for future training goals.

• Ability to utilize necessary Audio/Visual equipment for presentation delivery.

• Ability to utilize virtual platforms.

• Ability to lead, direct, and motivate others.

• Excellent interpersonal, written, and oral communication skills.

• Ability to prioritize and organize work in a multitasked environment.

• Ability to adapt to a flexible schedule.

• Ability to maintain the highest level of confidentiality.

Position Scope

Manages a large number of trainers in one or more sites.

Relationships:

•  Internal - Cross functional scope to include HR, Recruitment, Client Solutions, Shared Services

Operations staff at all levels.

• External - Clients, Vendors.

Work Environment

• Office environment.