Learning & Development Manager

Angeles City, Pampanga
Permanent
Full-time

16 days ago
Apply easily

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Learning & Development Manager to join our growing company.Position Overview:The Learning & Development Manager is responsible for leading the end-to-end learning strategy and execution for BPO operations across multiple sites in the Philippines. This role oversees onboarding training, leadership development, ongoing performance training, and instructional design to ensure employees develop the skills necessary to meet operational and clint performance expectations.The Manager leads a team of Trainers, Leadership Development Facilitators, and Instructional Designers, ensuring the delivery of consistent, high-quality training programs that support employee readiness, speed-to-proficiency, and continuous capability development.This role owns the learning lifecycle within operational deployments, including new hire onboarding, on-the-job training (OJT), nesting programs, and ramp-to-proficiency, ensuring training translates into measurable improvements in quality, productivity, client satisfaction, and employee retention.Job Responsibilities:I. Learning Strategy for BPO Operations

Develop and implement the learning strategy supporting frontline operations and leadership development across Philippines delivery sites.
Align learning programs with operational KPIs, client SLAs, quality standards, and compliance requirements.
Partner with Operations, Quality Assurance, Workforce Management, HR, and Client Services to identify capability gaps and performance trends.
Ensure training readiness for new client launches, process migrations, and operational scaling.

II. Ownership of the Learning LifecycleA. Design and manage the full learning journey from hire to production readiness, including:

Oversee curriculum delivery and trainer readiness
Ensure effective onboarding programs aligned to client processes and systems
Implement knowledge assessments and readiness certification
Manage structured transition from classroom training to live customer interactions
Ensure appropriate trainer and SME support during early production exposure
Oversee structured nesting periods with graduated performance expectations
Implement coaching frameworks and additional support mechanisms
Monitor early performance and quality indicators
Track and analyze agent progression toward full production metrics
Identify opportunities to reduce ramp time while maintaining quality
Partner with Operations to improve workforce readiness and deployment success

III. Leadership Development ProgramsDesign and oversee leadership capability programs for frontline and mid-level leaders, including:

Team Leader and Supervisor onboarding
Coaching and feedback effectiveness
Performance management and employee engagement
Client communication and stakeholder management
Change management and operational leadership
Ensure leaders are equipped to reinforce training, coach performance gaps, and sustain operational improvements.

IV. Instructional Design & Content DevelopmentOversee the development, maintenance, and governance of training content across programs:

New hire and onboarding curriculum
Process and system training
Client-specific knowledge
Leadership development programs
Compliance and regulatory training
Ensure learning content incorporates adult learning principles and modern learning approaches such as blended learning, digital modules, and microlearning.
Maintain version control and ensure alignment with evolving client requirements and operational processes.

V. Learning Reinforcement & Knowledge SustainmentImplement structured reinforcement strategies to drive knowledge retention and behavioral adoption, including:

Post-training reinforcement programs
Knowledge refreshers and ongoing skill development
Coaching frameworks for operational leaders
QA calibration sessions and feedback loops
Skill certification and recertification programs
Ensure learning reinforcement is integrated into operational management routines.

VI. Training Effectiveness & Performance AnalyticsDevelop and monitor learning performance metrics including:

Training completion rates
Speed-to-proficiency
Nesting success rates
Post-training quality performance
Productivity metrics (AHT, utilization, throughput)
Early tenure attrition (0–90 days)
Learner engagement metrics
Provide regular reporting and insights to operations leadership and executive stakeholders to support continuous improvement.

VII. Client & Operational PartnershipCollaborate closely with Operations and Client Services leadership to:

Support workforce readiness for new program launches and ramp initiatives
Ensure training aligns with contractual service requirements
Provide insight into workforce capability and ramp performance
Participate in client governance discussions related to training performance and workforce readiness

VIII. Team Leadership & DevelopmentLead and develop a high-performing learning team including:

Onboarding Trainers
Leadership Development Facilitators
Instructional Designers
Training Coordinators (if applicable)
Responsibilities include:
Workforce planning for training demand
Trainer performance management and coaching
Facilitator certification and development
Ensuring consistent training delivery across sites

Job Requirements:

Bachelor's degree in Business Administration, Human Resources, Organizational Development, Education, or related field required.
7+ years of experience in Learning & Development within a BPO, shared services, or contact center environment
3+ years of leadership experience managing training teams
Experience supporting multi-client and multi-site operations
Experience with onboarding programs, ramp management, and leadership development
Experience working with international clients (U.S., APAC, or EMEA) preferred
Strong understanding of BPO operational metrics (AHT, SLA, QA, CSAT, Utilization)
Workforce ramp and deployment planning
Instructional design principles and learning technologies
Data-driven decision making
Leadership development and coaching
Change management
Stakeholder and client relationship management
Continuous improvement and innovation mindset

Why work with Swak BPO Corp.?

Opportunity to work with international teams and companies
Opportunity in promotions and salary increases
A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
Free meals prepared and provided by the company to promote a healthy lifestyle
Free shuttle services provided around Angeles City and nearby areas
A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now!

Swak BPO