Training Manager | IloIlo City  

Responsibilities:

This position requires effective leadership and efficient management skills for the following key focus areas, (additional responsibilities may be added as the needs of the business change and expand)

Training

• Following training and development guidelines as defined by the company.
• Oversees the Planning of Training and works with Resource department to schedule training sessions.
• Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
• Oversees 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.
• Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
• Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
• Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
• Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.

Product Knowledge Management

• Ensuring that Knowledge about Client products is developed, validated and distributed to CSRs and Team Leaders according to Client requirements and agreed content flow procedures.
• Mastering Intranet and deploying it as a standard Knowledge Management tool for all applicable projects.
• Supports the knowledge verification process by contributing questions so that monthly Product Tests can be executed.
• Implementing ongoing knowledge management improvement cycle by collecting and analysing document awareness results, CSRs feedback about available documentation, initiating surveys and taking relevant actions for improvement.

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree , any field.
• At least 1 years of working experience in the related field is required for this position.
• BPO experience is required
• Applicants must be willing to work in ILOILO CITY.
• Preferably Managers specializing in Training & Development in a call center environment.
• Full-Time positions available.