Job Summary:
This position leads and oversees the operations training team across all three sites. The primary responsibility is to ensure the development, design, and implementation of required training programs for agents/Pros based on the Client’s requirements in a timely and efficient manner. The position is responsible for accomplishing the training objectives and ensuring that training processes are regularly reviewed and improved to meet the evolving needs of the business.
Key Responsibilities:
Curriculum Design and Development:
- Design and develop comprehensive training programs with a strong emphasis on e-learning.
- Implement various training methodologies, including ADDIE (Analysis, Design, Development, Implementation, and Evaluation), to ensure effective and engaging learning experiences.
- Continuously assess and update training materials to align with industry standards and client requirements.
- Develop and integrate innovative instructional design techniques and technologies to enhance learning outcomes.
- Utilize tools such as Articulate and Captivate to create interactive and effective e-learning modules.
Team Management:
- Lead, mentor, and manage a team of trainers and quality analysts to achieve departmental and organizational goals.
- Conduct regular performance evaluations and provide constructive feedback to team members.
- Foster a collaborative and high-performing team culture, promoting continuous improvement and professional development.
- Facilitate team meetings, training sessions, and workshops to ensure consistent communication and knowledge sharing.
Training Facilitation and Delivery:
- Conduct training sessions and workshops as needed, utilizing a hands-on approach to ensure trainers are well-prepared.
- Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
- Address and resolve any training-related issues or challenges promptly and effectively.
- Collaborate with subject matter experts to ensure training content is accurate, relevant, and up-to-date.
- Demonstrate and train the team on the use of e-learning tools such as Articulate and Captivate.
Quality Management:
- Oversee the quality assurance processes for all campaigns, ensuring compliance with industry standards and client expectations.
- Develop and implement quality monitoring and evaluation frameworks to measure and improve performance.
- Work closely with clients to calibrate quality standards, leading regular client calibration sessions to ensure alignment.
- Analyze quality data to identify trends, areas for improvement, and best practices.
Knowledge Management:
- Manage and maintain the knowledge base for all campaigns, ensuring information is accurate, accessible, and well-organized.
- Implement systems and processes for efficient knowledge sharing and retrieval across the organization.
- Ensure that all training materials, guidelines, and documentation are consistently updated and aligned with operational changes.
Strategic Decision Making:
- Utilize data and analytics to inform strategic decisions and drive operational improvements.
- Develop and implement training strategies that align with organizational goals and client needs.
- Assess training needs through regular analysis and stakeholder engagement, developing targeted solutions to address gaps.
- Collaborate with senior management to align training and quality initiatives with business objectives.
Project Management:
Report on project status, outcomes, and impact to senior leadership.
Oversee and manage training and quality assurance projects from inception to completion, ensuring timely and successful delivery.
Develop project plans, timelines, and budgets, tracking progress and addressing any deviations.
Coordinate with cross-functional teams to ensure seamless project execution and alignment with organizational priorities.
Education and Minimum Skill Requirements:
- Bachelor’s degree in Education, Business Administration, or a related field; a Master’s degree is a plus.
- Minimum of 5 years of experience in a training and quality management role within the BPO industry.
- Proven experience in curriculum design and e-learning development.
- Strong leadership and team management skills, with a track record of inspiring and motivating teams.
- Excellent project management and organizational skills, with the ability to manage multiple priorities and deadlines.
- Proficiency in various training methodologies, including ADDIE.
- Exceptional communication and interpersonal skills, with the ability to engage and collaborate with diverse stakeholders.
- Strong analytical skills, with the ability to use data to drive decisions and improvements.
- Experience working with clients and leading calibration sessions to ensure quality standards are met.
- Proficiency with e-learning tools such as Articulate and Captivate.
Skills:
- E-Learning Development: Proficient in using tools such as Articulate and Captivate to develop interactive and engaging e-learning modules.
- Instructional Design: Ability to design and develop comprehensive training programs using various methodologies, including ADDIE.
- Team Leadership: Strong leadership and team management skills, with a focus on fostering collaboration, motivation, and professional development.
- Quality Management: Experience in overseeing quality assurance processes, monitoring performance metrics, and driving continuous improvement.
- Project Management: Excellent project management skills, including planning, budgeting, tracking progress, and reporting.
- Communication: Exceptional communication and interpersonal skills, with the ability to effectively engage and collaborate with stakeholders at all levels.
- Analytical Skills: Strong analytical and problem-solving abilities, with the capability to use data and metrics to make informed decisions.
- Client Collaboration: Experience working closely with clients, leading calibration sessions, and ensuring alignment with quality standards and expectations.
- Knowledge Management: Proficiency in managing knowledge bases, information sharing, and ensuring accuracy and accessibility of training materials and documentation.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
