MANAGER, LEARNING & DEVELOPMENT at Qualfon Philippines Incorporated

Cebu City, Central Visayas, 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, Program Management, Instructional Design, Quality Assurance, Performance Feedback, Training Facilitation, Nesting Facilitation, Data Analysis, Collaboration, Compliance Auditing, Technical Skills Development, Soft Skills Development, Call Center Operations, Six Sigma, Business Software Applications, Customer Service

Industry

Outsourcing and Offshoring Consulting

Description

Overview Role: 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 for the organization or client. 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 with specific training issues (one-on-one or group sessions). 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. Gathers weekly reports from centers where the account operates. 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, and nesting processes. 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. 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 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 to 4 years in a Supervisory or Managerial role. Experience managing 200–400 call center positions. Six Sigma certification (desirable). Area of Expertise (Skills) Training, Teaching & Instructing: Ability to train and equip employees with necessary knowledge and skills. Program Management: Ability to design, implement, and manage programs and resources. Instructional Design: Ability to develop instructional materials aligned with program goals. Business Software Applications: Basic: MS Word, PowerPoint, Excel, Outlook Advanced: Excel Macros, Visual Basic, Pivoting, VLOOKUP, Graphs Others: Linux, PHP, .NET, SQL, GUI Education Bachelor’s Degree Competency Performance Feedback: Ability to deliver effective feedback through observation, diagnosis, and communication.

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Responsibilities

The Manager, Learning & Development is responsible for designing and implementing training programs based on organizational needs. They also manage external training providers and conduct annual audits to ensure compliance and effectiveness of training methods.