We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Learning and Development Delivery Specialist,
Location: TP2, Eastwood, Quezon City
We're an award-winning business process outsource provider, to some of the world's largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment
As a Learning and Development Delivery Specialist,, your frontline role is integral in meeting the business objectives and contributing to the success of the organization.
A SNAPSHOT OF YOUR ROLE
As a Learning and Development Delivery Specialist, you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy
You will be responsible for performing training needs assessments, delivering curriculum and learning materials, providing contributing to learning design and for managing all phases of training interventions, including learning evaluations and ongoing coaching. .
This Is How You Roll
- Ensure that he/she embodies the Vocus Values and complies to Acquire's code of conduct
- Ensure that he/she has an accurate knowledge and understanding of the business goals, strategies, and the change & capability models, frameworks, and methods
- Ensure that he/she has an accurate awareness of the current and the future business state of the brand or department they are supporting
- Can lead/set an example in showing how to deliver results in the team's defined scope of support
- Create strategies and recommendations to support the building of the capability of the trainees they are handling and guide the trainees in performing based on their scope of support.
- Lead, motivate, coach, and develop the trainees to successfully, effectively, and efficiently achieve the department's objectives based on their training scorecard
- Ensure that the trainees have the capacity and capability to achieve the department's objectives as stated in their training scorecard
- Ensure the trainees achieve all KPIs
- Address escalations from our stakeholders and participants
- Manage the budget allocated for delivery programs
- Collate delivery results and provide feedback and recommendations to improve outcomes
- Ensure that the Learning & Development Delivery Manager is looped in all plans, activities, results, and wins, and challenges by sending clear, accurate, and timely reports and deliverables
a Bit About You
- Minimum of 2 years work experience as an agent in a BPO set-up
- Minimum of 2 years work experience in technical, soft skills, and leadership training
- Has had heavy exposure in working with Australian Telco and Energy products
- Has strong background and experience in facilitating learning, coaching, and training
- Has stellar performance track record and does not have records of performance issues that required disciplinary action in the past 12 months
- Familiarity with adult learning principles and interactive learning activities
- Knowledge of traditional and modern educational techniques
- Excellent communication and presentation skills
- Additional certification in training is a plus
- Proficiency in Microsoft Office and Google Suite applications
What Success Looks Like
- Stakeholder, employee and Customer Satisfaction, e.g., Net Promoter Score, Customer Effort Score, Efficiencies, CSAT, Sales conversion, Retention conversion, First Call Resolution, credit reduction
- Other metrics as dictated by the Operations Department, Change & Capability or other Stakeholders
- Ultimately, you will ensure our work environment helps employees develop their skills and fosters career advancement
- WHAT WE VALUE
We're Proud Of Our Diverse Global Team, All Working In a Collaborative Environment And Happy To Share These Common Values
- Collaboration
- Impact
- Passion
- Transparency
Join the A-Team and experience the A-Life!
