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Job Description
Essential Duties and Responsibilities:
The Training Manager serves as the first managerial line of decision-making covering all related training initiatives, activities and deliverables as well as the management and development of the team for the specific programs
Oversees the activities of the Training department in delivering programs and initiatives that are responsive to individual, operational and client needs
Assist in the strategic planning and fiscal management of the department
Receives Training needs instruction from client, communicates the need to the department/s concerned, and directs the implementation of necessary programs
Updates and sends Training reports to client, covering training progress, evaluation and audit results, as well as other training details
Spearhead Training ramp/capacity plans and implementation of related training activities by managing training timelines, nesting and OJT requirements, training headcount, logistics, billable hours and associated company and client-specific deliverables
Initiates calibration sessions with the clients to ensure consistency in the implementation of performance standards
Develops long-term strategy and process improvement initiatives impacting Training through constant reviews and needs analysis
Execute tactical decisions and action plans based on pass-fail thresholds, training funnel data, class attrition, trainer throughput, production-related performance correlations with training. Plans for continuation training via needs assessment and feedback from operations and other support departments
Liaise with other departments e.g. Operations, Human Resources and Client Relations in ensuring achievement of learning and training goals for the campaign through meaningful calibrations, huddles and meetings
Manage and develop team for the assigned program(s) through classroom assessments, certification, coaching and structured consultations
Evaluates the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performance
Conducts departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and client or project updates on a regular basis
Enforces discipline among staff; documents infractions of company rules by accomplishing an Incident Report (IR) Form, as necessary; submits the IR form to the Human Resources Department (HRD) for processing
Education & Experience:
Has at least 2-3 years of managerial experience for BPO Training
Bachelor’s / College Degree in Education, Communications, Psychology, Behavioral Science, HR Management
Salary
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