Job Summary

Main objectives and duties:

1. Development of training evaluation tools and/or documents

Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tool and other resource materials Assists the training manager in establishing training KPI Monitors and advises on training management system Performs and publishes data and reports related to account performance against set indicators

2. Staff Performance Monitoring and Development

Initiates performance improvement schemes and enhances the skill of training team by conducting trainings, staff monitoring, coaching and counseling. Reviews t trainers’ output to ensure data integrity Manages staff attendance Delegates training tasks.

3. Training Needs Identification

Reviews and provides resolution on challenges encountered during training and nesting Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices  Identifies best practices in developing and educating agents and coordinates with the training manager for the consistent deployment of best practices Develops a library for both technical and soft skills training modules and curriculums Manages appropriate resources to address training needs

4. Training Logistics

Ensures that training supervisors manages the distribution, use and tracking of all training materials in the center.

5. Performance Report Generation

Consolidate special skills and training reports and updates the training manager Reviews post training evaluations and coordinates with the team to resolve all issues reflected in them. Submits all reports that may be required by the training manager and operations manager in a timely manner

6. Planning and Scheduling

Develops a calendar that details the type of training offered and delivered Maintains a place that is conducive to learning Plans ahead the trainings through the utilization of training calendar Coordinates with other department or business owners for the trainings to be conducted and its matrix Area of expertise (Skills)

College Graduate of any course with at least 2-4 years management and training experience

Other Skills and Experiences (Min) Able to use company resources/technology in a cost-effective manner Excellent in MS Office  Able to use company resources/technology in a cost-effective manner Able to collaborate with people to address  issues Education