MANAGER, LEARNING & DEVELOPMENT at Qualfon Philippines Incorporated

Dumaguete, Negros Oriental, Philippines -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

0.0

Posted On

11 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training, Teaching, Instructing, Program Management, Instructional Design, Business Software Applications, Performance Feedback, Quality Assurance

Industry

Outsourcing and Offshoring Consulting

Description

Overview Job Title: Manager, Learning & Development Responsibilities Main Objectives and Duties:1. Training Program Design and Development Designs and develops training and development programs based on organizational needs. Collaborates with Trainers to produce relevant programs tailored to the organization or client’s requirements. 2. Implementation of Training Programs Ensures standardized training requirements are met. Revises programs to adapt to changes in the work environment. Assists Operations Managers and Training Supervisors in solving specific training-related issues. Manages the training center. Ensures timely dissemination of critical information to stakeholders. 3. External Training Providers Management Works with Client’s Training and Business Owners to develop new courses aligned with support needs. Gathers weekly reports from operational centers. Monitors periodic data and identifies root causes. Reviews action plans focused on performance, attrition, and take rate. 4. Annual Audit Audits centers for compliance with training rules, facilitation processes, and systems. Assesses training methods, accuracy, delivery, and process capability. Evaluates training direction and business performance targets. 5. Training Needs Analysis Coordinates with QA Manager to address unsatisfactory customer service or call handling practices. Works with Training Coordinators and Supervisors to improve training outcomes. Reviews challenges during training and nesting and provides resolutions. Identifies best practices and ensures consistent deployment across operations. Develops a library of technical and soft skills training modules. Manages resources to address training needs in: Operations and Support Groups Service delivery gaps Special Skills and New Hire programs Qualifications Job Summary: Training facilitation skills Nesting facilitation skills Quality Assurance Qualifications: Graduate of a Bachelor's Degree in any field or equivalent experience. At least 5 years of experience in Call Center/BPO Operations. 2–4 years in a Supervisory or Managerial role. Experience managing 200–400 call center positions. Six Sigma certification (desirable). Areas of Expertise / Skills: Training, Teaching & Instructing: Ability to equip employees with knowledge and skills for job performance. Program Management: Ability to design, implement, and manage programs and resources. Instructional Design: Ability to develop training materials aligned with program goals. Business Software Applications: Proficiency in: Basic MS Office (Word, PowerPoint, Excel, Outlook) Advanced Excel (Macros, Visual Basic, Pivoting, VLOOKUP, Graphs) Linux, PHP, .NET, SQL, GUI Competency: Performance Feedback: Ability to deliver effective feedback through observation, assessment, and communication.

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Responsibilities

The Manager, Learning & Development is responsible for designing and developing training programs based on organizational needs and ensuring their effective implementation. This role also involves managing external training providers and conducting annual audits for compliance and performance evaluation.