Learning Manager / Training Manager - Foundever (Cebu)

Role and Responsibilities

• Manages training programs and learning experiences for adult learners in a site.
• Hires, trains and supervises a staff of trainers.
• Develops/implements training programs for contact center personnel, which may include management development programs.
• Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.
• Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.
• Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.
• Conducts the most complex training classes.
• Develops standards for monitoring agents/representatives.
• Ensures that feedback programs provide agents with guidance to correct problems.
• Conducts train-the-facilitator sessions to keep trainers effective.

Requirements

• At least 2 years in the role experience
• Considerable understanding and knowledge of Customer Service, including but not limited to, phone support, phone handling, e-mail / chat support and English Communications and Management Principles and Practices
• Experience in Training Program Implementation
• Understanding of standards and process documentation
• Ample experience in actual training of Adult Learning and Continuous Process Improvement
• High level of conceptualization and planning skills
• Strong analytical, problem-solving, and decision-making skills
• Goal oriented with commitment to achievement and excellence
• Effective in execution of plans assigned to him/her
• Flexibility in training, schedules, and tasks and to the changing business environment as a whole
• Effective Leadership and People Management
• Strong customer service orientation
• ability to work onsite
• not open for relocation

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.