BPO Training Manager

Responsibilities:

• Implement the onboarding plan for new facilitators, including the certification of new trainers based on ePerformax and client requirements.
• Facilitate train the trainer sessions to ensure proper implementation of the new hire training curriculum and continuous education courses.
• Facilitate the development of trainer performance by conducting individual coaching sessions using ePerformax’s COACHing Model.
• Effectively mentor Supervisors and Trainers to support promotions to the next trainer level.
• Build a strong team by interviewing trainer candidates and pre-PST Trainees, facilitating coach/TM FGDs, motivating team to prevent attrition, realigning rosters (quarterly), and maintaining an effective working relationship with teammates and other departments.
• Conduct bi-weekly / as-needed class observations to ensure that trainers follow ePerformax’s proprietary training methodology.
• Effectively facilitate OJT Meetings to discuss class performance, identify training and skill gaps, and formulate action plans to increase OJT Graduation pass rates.
• Collaborate with the Performance Maximization and Performance Development Teams to identify the skill gaps observed between high/low performers that will enable employees to maximize performance on key performance metrics.
• Ensure timely delivery of client-initiated continuous education courses (including eLearning and huddles) by ensuring proper staff allocation and coordinating with Workforce Management on scheduling classes.
• Assist in managing the training plan and schedules classes based on staffing guidance, ensuring adequate training resources to meet training demand and maintain quality level.
• Maintain high standards of product knowledge and facilitation skills by conducting at least 1 new hire class per year in the LOB that they support.
• Actively participate in weekly/bi-weekly team and client calibration and call listening sessions.
• Uphold company mission, policies and procedures, and serve as role model to team members by modeling the company’s values of honesty, trustworthiness, truthfulness, and respect in all actions.
• Perform ad hoc tasks to support departmental needs and functions.

Requirements:

• 4-year undergraduate degree (Communications Arts and Education majors preferred) or equivalent call center experience.
• Must have a BPO experience in a similar capacity specializing in training.
• Must be able to work autonomously with minimal instruction, guidance, or supervision on standard performance analyses and projects.
• Strong organizational, presentation, interpersonal and consultative skills.
• Strong verbal and written communication skills.
• Proficient in creating reports and in using MS Office.
• Must be willing to work flexible schedules (including weekends and holidays).
• Must be willing to work onsite in Pasay City.