MANAGER, LEARNING & DEVELOPMENT
Role: MANAGER, LEARNING & DEVELOPMENT

Job Summary

Main Objectives and Duties:

1. Training Program Design and Development

• Designs and develops training and development programs based on both the organization’s needs.
• Works with Trainers to produce programs that are relevant to the organization's or client's needs.

2. Implementation of Training Programs

• Ensures that standardized training requirements are met
• Revises programs as necessary, in order to adapt to the changes that transpire in the work environment in each skill.
• Assists Operations Managers and Training Supervisors to solve specific training concerning problems, either on a one-on-one basis or in groups.
• Manages the training center.
• Ensures a timely dissemination of important and critical information to stakeholders of all training activities.

3. External training providers management

• Works with Client’s Training and Business Owners in developing new courses suitable to the support required for each skill reports
• Gathers weekly reports from the corresponding centers where the account operates.
• Monitors periodic data generated and identifies root cause.
• Reviews action plans that will concentrate to overall performance in relation to attrition and take rate.

4. Annual Audit

• Audits the Centers in compliance to the training rules and regulations, Facilitation of Training and Nesting Processes and Systems
• Assesses training method, accuracy, delivery and process capability
• Evaluates the training statement of direction and business performance target

5. Training Needs Analysis

• Coordinates with QA Manager to gather information regarding unsatisfactory customer service or call handling practices and works with the Training
  Coordinators and Training Supervisors to improving them.
• Reviews and evaluates challenges encountered during training and nesting and provides resolution.
• Identifies best practices in developing and educating agents and coordinates with Call Center Operations Managers for the consistent
  deployment of these practices.
• Develops a Library for both technical and soft skills training modules/curriculums.
• Manages appropriate resources to address training needs in the following areas:
• • Operations and Support Groups
  • Service delivery gaps
  • Special Skills and New Hire
  • Training facilitation skills
  • Nesting facilitation skills
  • Quality Assurance

Area of expertise (Skills)

• Graduate of a Bachelor's Degree in any field of endeavor or equal experience to perform the role.
• At least 5 years work experience in Call Center/BPO Operations, with at least 2 to 4 years in Supervisory or Managerial capacity
• Experience in managing 200 – 400 call center positions

Other Skills and Experiences (Min)

Six Sigma certified (desirable).

Competencies

Training, Teaching & Instructing

• Ability to train, teach, or instruct employees and subordinates by providing information, including procedures, standards, quality parameters, practices, equipment operation and software programs to equip the trainees with the necessary knowledge and skills that would enable them to perform satisfactorily on the job. Ability to seek, develop, and deliver useful, relevant training for growth or
  performance enhancement of employees/subordinates.

Program Management

• Ability to design, implement and manage programs and direct related resources, personnel, and activities in accordance with the
  approved/agreed plan.

Instructional Design

• Ability to develop and design instructional/training materials congruent to the determined focus for the program.

Business Software Applicacions

• Knowledge and skill with business software applications such as: Basic MS Office applications – Word, Powerpoint, Excel, Outlook, etc.,
• Advance Excel applications – Macros, Visual Basic, Pivoting, Vlook-up, Graph, etc., Linux, PHP, NET, SQL, GUI.

Performance Feedback

• Ability to effectively deliver performance feedback through observation, information gathering, diagnosis, assessment, communication