Training Manager
Qualfon Cebu Full-time
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Develops, organizes, and facilitates in-depth client-specific training programs.
- Provides orientation to trainees on the detailed training process flow
- Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention.
- Improves training effectiveness by developing new approaches and techniques.
- Participates in the preparation of multiple training projects within established budgets and timelines.
- Collects and summarizes relevant client feedback and executes monitoring projects to establish standards and meet departmental goals.
- Shares relevant information with agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol.
- Identifies gaps between the training program and operational requirements and recommends and implements solutions to meet objectives.
- Commits to effective transfer of training by motivating trainees and ensuring that information is clarified and all questions are addressed.
- Conducts coaching and mentoring sessions with trainees to identify areas of improvement and opportunities while keeping a written record of all interactions.
- Supervise client communications, new program launches, and the onboarding process
- Provide opportunities for ongoing development
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals, and consultations
- Collaborates with the production supervisor in monitoring agents’ performance.
- Complete Continuous Education Courses as assigned by Leadership
- Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance.
- Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach.
- Facilitates supplementary training (e.g., refresher course, bucket training, etc.) targeting specific areas of concern to continuously improve agents’ skills.
- Creates and manages continuous training to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes.
- Maintains training reports and shares them with other departments if necessary.
- Ensures the trainees’ total compliance with training policies, guidelines, and procedures.
- Attends Business Reviews & Client Meetings.
- Delivers the right behaviors in meeting deliverables through punctuality and professionalism.
- Performs other necessary administrative activities.
- Bachelor's degree or equivalent education and experience is preferred
- Knowledge of BPO performance is preferred
- Previous two years of management learning and development experience
- Excellent communication & leadership skills
- Ability to plan, multitask, and manage time effectively
- Good computer and database skills
Mandaue, 6 km from Cebu City
Job Description
Posted on 15 June 2026
Responsibilities:
Champions the Departmental Trainings.
Plans, coordinates and monitors training activities.
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