Assistant Manager Training

Role: Training Assistant Manager

Location: Mandaluyong City Philippines

Mode: Work from office

Company Description

IGT Solutions is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, IGT manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.

Role Description

Training Assistant Manager is to supervise and develop a training team to cover both Process and Language together with managing and ensuring that operational and client metrics are supported in training.

Major Tasks

Conducting meetings with internal team and functional departments

Hiring new employees

Developing KRAs

Providing coaching and feedback

Trainer Certification

Trainer Feedback Observations

Hiring Observations

Training Projects to address program requirements

Action Plan Development

MIS

Facilitation of classes as needed

Training Curriculum Management and Updation of Content

Prepares and presents Weekly/Monthly/Quarterly Reviews

Ensure adherence to the Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning Agreement

Provides input pertinent to training during RFP process

Works with cross-functional departments and leads the team in participating and contributing to employee retention plans

EDUCATIONAL QUALIFICATIONS

Graduate in any discipline, with above average academic profile

RELEVANT EXPERIENCE

Educational Attainment: College Degree preferred

Years of Experience:

With exposure to Client Business Reviews & Client Management

Must have good analytical skills; Lean & Six Sigma Process a plus

2-3 years of BPO proven experience in a supervisory or senior role preferably in training

Preferably with Travel Account background

3-4 years of experience in training of travel related process and applications

Knowledge of CRS / GDS preferably Apollo

PERSONAL CHARACTERISTICS & BEHAVIOURS:

Strong supervisory skills with an eye for detail

Proficiency with MS-office

Excellent written and verbal communication skills in English

Training/Facilitation skills

Ability to work in Flexible working hours including night shifts

Organized and Methodical

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, colour, 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.