Training Manager (Manila)

We have found out that the best managers are those that have worked their way up from the agent positions. We enjoy tremendous success by promoting from within whenever possible, which motivates and inspires agents to rise to their full potential, while allowing us to enjoy low turnover and a high degree of employee job satisfaction.

The people we look for to be our Training Manager must demonstrate several key attributes in order to be considered for this position. Included in this list are the following:


  • A quick and willing learner that can master all details of our product and call taking techniques

  • Enthusiasm for our business. Takes ownership and acts on behalf of the entire company

  • Passion for teaching and coaching others. Takes great satisfaction in seeing trainees succeed

  • The intelligence to recognize areas of improvement for the training program, and the ability to articulate/execute them

  • Energetic and capable of maintaining command and attention in the training room

  • A drive to motivate a team to service our clients the best possible way

  • Strong work ethic and a can-do attitude

  • Has a relentlessly high standard for oneself and his/her team


Basic Purpose and Scope of the Position Responsibilities


  1. Responsible for training new agents

  2. Responsible for overseeing the training programs for new hires and employees

  3. Developing and managing the performance of direct reports such as Training supervisor and trainers; providing prompt and objective coaching and counseling. Coordinate/plan and assign work for staff in accordance to the company and clients goals and objectives

  4. Analyze performance results and implement improvements according to program and company goals and objectives

  5. Plan for upcoming organizational needs and implement strategies in a proactive manner

  6. Work and communicate with other departments to ensure ideas/strategies are effectively executed and that they are done with all areas of the company’s needs in mind

  7. Other duties as assigned




Requirements

Qualifications:


  1. College Degree or equivalent work experience. 

  2. Coursework in teaching or education is a plus.

  3. 5 years training experience in BPO or Call Center industry

  4. At least 2 years of experience as Training Manager

  5. Willing to work in Ortigas, Pasig City

  6. Amenable to night shift, weekend and holiday shifts