MANAGER, LEARNING & DEVELOPMENT

• Designs and develops training and development programs based on organizational needs.
• Collaborates with Trainers to produce relevant programs tailored to the organization or client’s requirements.

• Ensures standardized training requirements are met.
• Revises programs to adapt to changes in the work environment.
• Assists Operations Managers and Training Supervisors in solving specific training-related issues.
• Manages the training center.
• Ensures timely dissemination of critical information to stakeholders.

• Works with Client’s Training and Business Owners to develop new courses aligned with support needs.
• Gathers weekly reports from operational centers.
• Monitors periodic data and identifies root causes.
• Reviews action plans focused on performance, attrition, and take rate.

• Audits centers for compliance with training rules, facilitation processes, and systems.
• Assesses training methods, accuracy, delivery, and process capability.
• Evaluates training direction and business performance targets.

• Coordinates with QA Manager to address unsatisfactory customer service or call handling practices.
• Works with Training Coordinators and Supervisors to improve training outcomes.
• 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 programs

• Training facilitation skills
• Nesting facilitation skills
• Quality Assurance

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

• Training, Teaching & Instructing: Ability to equip employees with knowledge and skills for job performance.
• Program Management: Ability to design, implement, and manage programs and resources.
• Instructional Design: Ability to develop training materials aligned with program goals.
• Business Software Applications: Proficiency in:

• Basic MS Office (Word, PowerPoint, Excel, Outlook)
• Advanced Excel (Macros, Visual Basic, Pivoting, VLOOKUP, Graphs)
• Linux, PHP, .NET, SQL, GUI

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

Qualfon