Assistant Manager Training

Role: Assistant Training Manager

Location: Mandaluyong

Mode: Work from office

24/7 BPO Contact Centre

Minimum of 1 year experience in the role of Assistant Manager - Training in the BPO industry is a required (Travel Background)

Knowledgeable in handling stakeholders, managing trainers, perform reviews of direct reports

Must have very good English communication skills

Well versed in doing PPT presentation and advanced MS Excel skills

Collaborate with management to periodically review and update training program objectives

Responsibility

Lead Training Delivery (New Hire / Up skilling / Cross Training / Refresher Training) & Content Management for multiple client projects

Evaluate Trainers and provide feedback to improve performance and facilitation

Responsible for managing budgeted trainer support ratio's across business accounts

Work with Trainers, Managers to create a robust TNI / Refresher plan to improve agent performance within classroom training & live environment

Identify projects to improve training effectiveness for new hires impacting throughout, attrition & other key deliverables · Motivate and mentor the team to deliver against KPI's as per business requirements · Preparing & leading function / business reviews – Internal & Client

Review team performance at periodic intervals, provide timely feedback and work with BQ performers to help them come up the curve

Ensure functional requirements for Internal & External Audits are met from Product/Process standpoint

Perform FMEA to derive factors acting as a roadblock to Training Delivery, backed by designing & implementation of appropriate action plans to curb the curve

Analyze and Report Trends in Agents/Process performance together with improvement proposals

Coordinate corrective action plans as and when required in order to reach Quality goals

Recommend initiatives to improve transaction Training through new quality tools and motivational approach

Planning & Forecasting Training requirements for assigned business accounts

Manage escalations with required inputs to client and feedback to the team

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.