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Sr. Training Manager in Quezon City at Afni, Inc

Date Posted: 11/29/2018

Job Snapshot

Job Description

The Senior Training Manager will plan, develop, and manage activities associated with the training and development of Consultants, Trainers, and management within a specified site. The incumbent will maintain a climate of customer oriented service excellence by motivating and empowering team members and exceeding customer relationships.

Essential Functions and Responsibilities:
  • Ensure all trainers are proficient in their job skills by providing ongoing evaluation and detailing follow-up training, feedback, and coaching.
  • Critical to this responsibility is making sure that trainers are up-to-date on all subject matter for the specific project they support and are involved in activities that develops relationships with Operation Staff.
  • Collaborate with Quality Supervisor and TQM to gather feedback on training effectiveness, update staffing and workforce forecasting, detail center priorities and plans, and gain direction on priorities and work projects.
  • Partner with Project Coaches and Leads to assess performance issues, ensure training replicates work environment, and collaborate with center staff to resolve issues.
  • Work with Operations to create and implement continuous improvement activities
  • Works with Workforce Administration, Operations Management, and Recruiting Team to plan and execute training ramps and meet customer needs.
  • Partner with Operations and Support departments to schedule activities.
  • Bachelor's Degree education preferred.
  • 3 - 5 years of experience in leading the training delivery function in the call center industry is preferred.
  • Preferably with previous background as an Operations Manager
  • Preferably with experience handling a Telco Chat campaign
  • Experience in leading multiple projects and directly supervising staff to implement projects in timely manner is required.
  • Proficiency in communication, planning, leadership, coordinating, and coaching is required
  • Experience being directly involved in curriculum development projects
  • Understanding of the Instructional System Design (ISD) process is required.
  • Experience in conflict resolution/negotiation, team and consensus building is required
  • Proficiency in MS Office, flowcharting, and project management software is required.
  • The ability to look for and implement solutions that improve performance is required.


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