Main Objectives and Duties:
1. Training Program Design and Development
- Designs and develops training and development programs based on organizational needs.
- Collaborates with Trainers to produce relevant programs tailored to the organization or client’s requirements.
2. Implementation of Training Programs
- Ensures standardized training requirements are met.
- Revises programs to adapt to changes in the work environment.
- Assists Operations Managers and Training Supervisors in solving specific training-related issues.
- Manages the training center.
- Ensures timely dissemination of critical information to stakeholders.
3. External Training Providers Management
- Works with Client’s Training and Business Owners to develop new courses aligned with support needs.
- Gathers weekly reports from operational centers.
- Monitors periodic data and identifies root causes.
- Reviews action plans focused on performance, attrition, and take rate.
4. Annual Audit
- Audits centers for compliance with training rules, facilitation processes, and systems.
- Assesses training methods, accuracy, delivery, and process capability.
- Evaluates training direction and business performance targets.
5. Training Needs Analysis
- Coordinates with QA Manager to address unsatisfactory customer service or call handling practices.
- Works with Training Coordinators and Supervisors to improve training outcomes.
- Reviews challenges during training and nesting and provides resolutions.
- Identifies best practices and ensures consistent deployment across operations.
- Develops a library of technical and soft skills training modules.
- Manages resources to address training needs in:
- Operations and Support Groups
- Service delivery gaps
- Special Skills and New Hire programs