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Job Description
Key Responsibilities
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
Assists in the strategic planning and fiscal management of the department
Receives Training 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
Spearheads 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
Executes 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
Liaises 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
Manages and develops 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
Performs other duties that may be assigned from time to time
Qualifications
Bachelor’s Degree in Education, Communications, Psychology, Behavioral Science, or HR Management
At least 1 year of working experience in a Training Supervisor capacity in the call center industry
Must be amenable to work onsite in Davao, night shift
Salary
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