The Senior Training Manager is in charge of formulating and developing training programs. He/she comes up with a strategic plan on how to implement the training programs and how to identify key areas of improvements of employees to ensure client and employee satisfaction. He/she identifies the core competencies in line with objectives of the company and strives to inculcate this into employees.

DUTIES AND RESPONSIBILITIES

Ensuring regular call calibration sessions as agreed.
Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
Escalating quality deficiencies to Contact Centre Management.
Working closely with external Training Measurement Vendor ensuring that training improvement steps are initiated and that improvements are ongoing.
Attending internal and external meeting
Following training and development guidelines as defined by the company.
Oversees the Planning of Training and works with Resource department to schedule training sessions.
Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard development plan and supported by Product Supervisor.
Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard follow-up plans after all training is completed.
Ensuring an adequate supply of training resources to meet training demand and maintain quality level, through the range and quantity of trainings.
Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
Ensuring that Knowledge about Client products is developed validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
Implementing ongoing knowledge management improvement cycle by collecting and analyzing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.
Ensures Tandim escalation process is followed
Ensuring that de standard procedures are implemented and complied with at all times.
Keeping and archiving a library of product knowledge and soft skills material/modules.
Keeping/archiving/updating information and Action Plans from external Quality Assessments Vendor.
Ensuring that all product material, equipment and logistic are available and updated before training sessions

Knowledge

Proficient in the use of commonly used business softwares such as MS Office particularly PowerPoint and Excel
Strong working knowledge of creative training techniques, adult learning, and accelerated learning methodologies
Thorough knowledge of adult classroom instruction and curriculum design
Knowledge of Call Center operations and procedures

Skills

Excellent communication skills
Excellent presentation and analytical skills
Must possess effective organizational skills and time management skills
Strong reporting skills

Abilities

Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
Ability to analyze data and ascertain needs, linking training and design to performance and operational processes.
Possesses a collaborative working style and the ability to work independently and in a team environment.
Ability to plan, organize, and schedule work flow to meet rigid project deadlines
Ability to work on several projects simultaneously
Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule)

Education/Experience

Bachelor's Degree (any field)
At least 7-9 years of related experience in training and development of which 5 years was gained in a managerial capacity

Senior Training Manager | IBEX Bohol