SUPERVISOR, trainingQualfon

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
Qualfon

Dumaguete City, Negros Oriental
Permanent
Full-time