Role: Supervisor, Training

Main Objectives and Duties:

1. Development of Training Evaluation Tools and Documents

   • Review, develop/modify, and implement standard training materials (presentations, handouts, manuals, monitoring/evaluation tools, and other resources).
   • Assist the Training Manager in establishing training KPIs.
   • Monitor and advise on the training management system.
   • Perform and publish data and reports related to account performance against set indicators.

2. Staff Performance Monitoring and Development

   • Initiate performance improvement schemes and enhance training team skills through training, monitoring, coaching, and counseling.
   • Review trainers’ output to ensure data integrity.
   • Manage staff attendance.
   • Delegate training tasks.

3. Training Needs Identification

   • Review and resolve challenges encountered during training and nesting.
   • Coordinate with QA Coordinator to gather information on unsatisfactory customer service or call handling practices.
   • Identify best practices for agent development and coordinate with the Training Manager for consistent deployment.
   • Develop a library of technical and soft skills training modules and curriculums.
   • Manage resources to address training needs.

4. Training Logistics

   • Ensure training supervisors manage the distribution, use, and tracking of all training materials.

5. Performance Report Generation

   • Consolidate special skills and training reports; update the Training Manager.
   • Review post-training evaluations and coordinate with the team to resolve issues.
   • Submit required reports to the Training Manager and Operations Manager in a timely manner.

6. Planning and Scheduling

   • Develop a calendar detailing training types offered and delivered.
   • Maintain a learning-conducive environment.
   • Plan trainings using the training calendar.
   • Coordinate with other departments or business owners for training execution and matrix.

Qualifications:

• College graduate of any course.
• 2–4 years of management and training experience.
• Able to use company resources/technology cost-effectively.

Skills & Competencies:

• Excellent in MS Office.
• Collaboration and issue resolution.
• Monitoring and Coordination.
• Motivating People.
• Data Management.
• Training, Teaching & Instructing.
• Program Management.