MANAGER, LEARNING

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES • Develops, organizes, and facilitates in-depth client-specific training programs. • Provides orientation to trainees on the detailed training process flow • Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention. • Improves training effectiveness by developing new approaches and techniques. • Participates in the preparation of multiple training projects within established budgets and timelines. • Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals. • Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol. • Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives. • Commits to effective transfer of training by motivating trainees and ensuring that information is clarified, and all questions are addressed. • Conducts coaching and mentoring sessions to trainees to identify areas of improvement and opportunities while keeping a written record of all interactions. • Supervise client communications, new programs launch, and onboarding process 

• Provide opportunities for ongoing development • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultations • Collaborates with the production supervisor in monitoring agents’ performance. • Complete Continuous Education Courses as assigned by Leadership • Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance.
• Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach. • Facilitates supplementary trainings (e.g. refresher course, bucket training, etc.) targeting specific area of concern to continuously improve agents’ skills. • Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes. • Maintains training reports and shares them with other departments if necessary. • Ensures the trainees’ total compliance to training policies, guidelines, and procedures. • Attends Business Reviews & Client Meetings. • Delivers the right behaviors in meeting deliverables through punctuality and professionalism. • Performs other administrative activities necessary.

Qualifications

EDUCATION and/or EXPERIENCE • Bachelor's degree or equivalent education and experience is preferred • Knowledge of BPO performance is preferred • Previous two years of management learning and development experience • Excellent communication & leadership skills • Ability to plan, multitask and manage time effectively • Good computer and database skills