Communications and Culture Training Manager

Stratworth Solutions Inc.

  • Unit 2007 Strata 100 Bldg., F Ortigas Road (Emerald Avenue), Ortigas Center, Pasig, Metro Manila, Philippines
  • Penuh waktu
Lowongan dipasang 10 bulan yang lalu dan batas waktu lamaran adalah 30 Dec
Rekruter merekrut 3 hari yang lalu

Communications and Culture Training Manager

Stratworth Solutions Inc.

Deskripsi Pekerjaan

In charge of managing new hire foundation skills training and continuous development programs for Communications and Culture. 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):

Essential Duties & Responsibilities:

Communication

  • Ensuring regular call calibration sessions as agreed.
  • Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
  • Escalating quality deficiencies to Contact Centre Management.
  • Working closely with external Quality Measurement Vendor ensuring that quality
  • improvement steps are initiated and that improvements are ongoing.
  • Attending internal local meeting (staff or with other department).

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 company development plan and supported by Product Supervisor.
  • Setting up and implementing training follow-ups with Team Leaders and Product
  • Supervisors following standard company's 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

Kualifikasi Minimum

  • Has background in managing Communications and Culture training programs for multiregional English Speaking campaigns
  • Quality Background preferred
  • Knowledge of company policies, procedures and training guidelines
  • Must have effective leadership skills which can impact colleagues’ behaviour including those that do not report directly to you.
  • Have worked with numbers and understand basic mathematics needed for reporting, analysis and differentiation purposes.
  • Have effective analytical skills to analyze results and make decisions based on facts and figures.
  • Must be an ambassador for the company
  • An aptitude to handle change in a fast paced dynamic environment
  • An ability to take ownership of timelines and do the appropriate follow-ups
  • Excellent organizational, interpersonal and communication skills
  • Flexible and positive attitude
  • Strong call anatomy skills
  • Must have the ability to coach and motivate staff
  • Lead by example when speaking to internal and external customers
  • Results oriented with a proven track record
  • Must be fully shift flexible

Jobs Summary

Tingkat Posisi
Mid - Senior Level Manager
Kategori pekerjaan
Management and Consultancy
Persyaratan tingkat pendidikan
Lulus program Sarjana (S1)
Perekrut respon ke aplikasi
Sesekali 
Alamat Kantor
Unit 2007 Strata 100 Bldg., F Ortigas Road (Emerald Avenue), Ortigas Center, Pasig, Metro Manila, Philippines
Industri
Staffing / Recruiting
Lowongan
2 lowongan dibuka
Situs

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Tentang Stratworth Solutions Inc.

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