The primary responsibility is to ensure accomplishing training objectives and ensuring that training processes are regularly reviewed and improved to meet the evolving needs of the business. He/she is entrusted with the growth and development of their team members, recognizing the importance of fostering a supportive and engaging work environment.
- Training Delivery Management: Oversees the operational aspects of training delivery. They ensure that training sessions are effectively organized, resources are properly allocated, and training materials are accessible and up to date. They monitor training progress and provide support to trainers as needed.
- Process Improvement Initiatives: Actively contributes to the creation and implementation of process improvement initiatives. He/she must identify areas where training processes can be enhanced, streamline workflows, and implement changes to optimize training outcomes and efficiency.
- Trainer Onboarding and Development: Responsible for onboarding new trainers and facilitating their professional development. He/she must provide guidance, training, and mentoring to trainers, equipping them with the necessary skills and knowledge to effectively deliver training programs. He/she must also conduct performance evaluations and support trainers’ growth within the organization.
- Issue Resolution and Stakeholder Collaboration: Works closely with various internal stakeholders to resolve training and quality-related issues. He/she must collaborate with department heads, managers, and team leaders to address challenges, ensure alignment with organizational goals, and maintain open lines of communication to continuously improve training effectiveness.
- Training and Development Strategy: Develops and implements the overall training and development strategy for frontline leaders and team members. He/she must assess training needs, design curriculum, and identify appropriate training methods and resources to enhance the skills and capabilities of employees in line with organizational objectives.
- Staff Management: Managing the training team in accordance with company policies, procedures, and client metrics is a key responsibility of the position. He/she must conduct regular performance evaluations, and address staff attrition concerns. He/she must foster team engagement and create a positive work environment to motivate and retain talented trainers.
- Facilitation of Training and Development Classes: Actively facilitates training and development classes for frontline leaders and team members. He/she must deliver engaging and interactive training sessions, ensuring that participants acquire the necessary knowledge and skills to excel in their roles.
- Communication and Client Relations: Administers and takes responsibility for internal and external client communications regarding training concerns. He/she must communicate training updates, progress, and outcomes to clients, addressing any inquiries or concerns in a timely and professional manner.
- Training Needs Analysis and Curriculum Design: Conducts training needs analysis to identify skill gaps and areas for improvement within the organization. He/she must collaborate with the team to design and develop relevant training curriculum that aligns with business requirements and addresses the identified needs.
- Employee Engagement Initiatives: Spearheads various initiatives to foster team engagement and boost employee morale. He/she must organize team-building activities, recognition programs, and events that promote camaraderie and a sense of belonging. He/she must also proactively identify factors that contribute to staff attrition and develop strategies to mitigate turnover.
- Creating a Positive Work Environment: Fosters a positive work environment within the training team. He/she must promote a culture of collaboration, recognition, and continuous learning.
- Bachelor’s degree in any relevant field
- Must have at least 1-year experience as a Training Manager handling multiple programs or 3 years as Training Supervisor in a BPO company
- Proficiency with MS Office applications and Google
- Strong coaching and people management skills
- Excellent written and verbal English communication skills
Enjoy the following perks and benefits when you work with us
- Cool Workplace
- WEEKENDS OFF!
- Steady-Shift Schedule
- Very Competitive Pay
- Comprehensive HMO
- Monthly Perfect Attendance Bonus & MORE!