Training Manager

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

• The Training and Quality Manager serves as the first managerial line of decision-making covering all related training and quality initiatives, activities and deliverables as well as the management and development of the team for the specific programs
• Oversees the activities of the Training and QA 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 and QA needs instruction from client, communicates the need to the department/s concerned, and directs the implementation of necessary programs
• Updates and sends Training and QA 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 and Quality 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
• Performs other duties that may be assigned from time to time

• Bachelor's / College Degree in Education, Communications, Psychology, Behavioral Science, HR Management
• At least 3 years working experience, 1 year of which in a Training Supervisor / QA Supervisor capacity preferably in the call center industry

• Administration
• Business Acumen
• Coaching
• Client Interface
• Commitment to Learning
• Customer Focus (core)
• Data Management
• Decision Making
• Instructional Design & Evaluation
• Facilitation Skills
• Flexibility
• Managing Performance
• Presentation Skills
• Quality Orientation
• Results Achievement
• Schedule Adherence
• Stress Tolerance
• Team Leadership
• Teamwork
• Verbal and Written Communications

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!