Senior Training Manager  

Responsibilities:

• Develop and delvier Training Improvement to a Transcom WorldWide business unit.
  • The primary objective is to manage the direct and indirect provision of soft and hard skills to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations.
• Work in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
• Oversee the:
  • Planning of Training and works with Resource department to schedule training sessions.
  • Development and ensures the correct creation of all training materials for CSRs and Team Leaders.
  • Collection of information related to product knowledge and development of training modules.
    • Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
  • Delivery of training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
• Set up and implement training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
• Esnure an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
• Continuously review procedures and implementing improvements with feedback to Corporate Governance.
  • Smooth transition to quality improvement.

• At least a Bachelor's/College degree in any field.
• Currently a Sr. Training Manager or has at least 3 years of work experience as a Training Manager in the BPO industry.
• Preferably a Sr. Manager specializing in Training & Development for a US campaign.
• Willing to work in Bacolod City.