- Location
- , PH
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Closing date
- Today
- Source
- iCIMS
Description
Overview
The Senior Training Delivery Manager is in charge of formulating and developing training programs. He/she comes up with a strategic plan on how to implement the training programs and how to identify key areas of improvements of employees to ensure client and employee satisfaction. He/she identifies the core competencies in line with objectives of the company and strives to inculcate this into employees.
Responsibilities
· Ensuring regular call calibration sessions as agreed.· Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).· Escalating quality deficiencies to Contact Centre Management.· Working closely with external Training Measurement Vendor ensuring that training improvement steps are initiated and that improvements are ongoing.· Attending internal and external meeting.
Qualifications
- Bachelor’s Degree (any field)
- At least 7-9 years of related experience in training and development of which 5 years was gained in a managerial capacity
- Knowledge
- Proficient in the use of commonly used business softwares such as MS Office particularly PowerPoint and Excel
- Strong working knowledge of creative training techniques, adult learning, and accelerated learning methodologies
- Thorough knowledge of adult classroom instruction and curriculum design
- Knowledge of Call Center operations and procedures
Skills
- Excellent communication skills
- Excellent presentation and analytical skills
- Must possess effective organizational skills and time management skills
- Strong reporting skills
Abilities
- Ability to effectively lead a team and foster professional working relationships and high standard of work ethics
- Ability to analyze data and ascertain needs, linking training and design to performance and operational processes.
- Possesses a collaborative working style and the ability to work independently and in a team environment.
- Ability to plan, organize, and schedule work flow to meet rigid project deadlines
- Ability to work on several projects simultaneously
- Ability to communicate professionally with all levels of management
Ability to work on a flexible schedule (graveyard/shifting schedule