MANAGER, LEARNING & DEVELOPMENT
at Qualfon

Date Posted: 7/26/2019

Job Description

Job Summary

Main Objectives and Duties:

1. Training Program Design and Development
○ Designs and develops training and development programs based on both the organization’s needs.
○ Works with Trainers to produce programs that are relevant to the organization's or client's needs.
2. Implementation of Training Programs
○ Ensures that standardized training requirements are met
○ Revises programs as necessary, in order to adapt to the changes that transpire in the work environment in each skill.
○ Assists Operations Managers and Training Supervisors to solve specific training concerning problems, either on a one-on-one basis or in groups.
○ Manages the training center.
○ Ensures a timely dissemination of important and critical information to stakeholders of all training activities.
3. External training providers management
○ Works with Client’s Training and Business Owners in developing new courses suitable to the support required for each skill reports
○ Gathers weekly reports from the corresponding centers where the account operates.
○ Monitors periodic data generated and identifies root cause.
○ Reviews action plans that will concentrate to overall performance in relation to attrition and take rate.
4. Annual Audit
○ Audits the Centers in compliance to the training rules and regulations, Facilitation of Training and Nesting Processes and Systems
○ Assesses training method, accuracy, delivery and process capability
○ Evaluates the training statement of direction and business  performance target
5. Training Needs Analysis
○ Coordinates with QA Manager to gather information regarding unsatisfactory customer service or call handling practices and works with the Training Coordinators and Training Supervisors to improving them.
○ Reviews and evaluates challenges encountered during training and nesting and provides resolution.
○ Identifies best practices in developing and educating agents and coordinates with Call Center Operations Managers for the consistent
deployment of these practices.
○ Develops a Library for both technical and soft skills training modules/curriculums.
○ Manages appropriate resources to address training needs in the following areas:

  • Operations and Support Groups
  • Service delivery gaps
  • Special Skills and New Hire
  •  Training facilitation skills
  • Nesting facilitation skills
  •  Quality Assurance
Area of expertise (Skills)
  • Graduate of a Bachelor's Degree in any field of endeavor or equal experience to perform the role.
  • At least 5 years work experience in Call Center/BPO Operations, with at least 2 to 4 years in Supervisory or Managerial capacity
  • Experience in managing 200 – 400 call center positions
Other Skills and Experiences (Min)

Six Sigma certified (desirable).

Education

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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