Role: Manager, Learning & Development

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 for the organization or client.

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 with specific training issues (one-on-one or group sessions).
• 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.
• Gathers weekly reports from centers where the account operates.
• 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, and nesting processes.
• 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.
• 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

Job Summary

• Training facilitation skills
• Nesting facilitation skills
• Quality Assurance

Qualifications

• Graduate of a Bachelor's Degree in any field or equivalent experience.
• At least 5 years of experience in Call Center/BPO Operations.
• 2 to 4 years in a Supervisory or Managerial role.
• Experience managing 200–400 call center positions.
• Six Sigma certification (desirable).

Area of Expertise (Skills)

• Training, Teaching & Instructing: Ability to train and equip employees with necessary knowledge and skills.
• Program Management: Ability to design, implement, and manage programs and resources.
• Instructional Design: Ability to develop instructional materials aligned with program goals.
• Business Software Applications:
  • Basic: MS Word, PowerPoint, Excel, Outlook
  • Advanced: Excel Macros, Visual Basic, Pivoting, VLOOKUP, Graphs
  • Others: Linux, PHP, .NET, SQL, GUI

Education

• Bachelor’s Degree

Competency

• Performance Feedback: Ability to deliver effective feedback through observation, diagnosis, and communication.