Training and Development ManagerSelect VoiceCom

Select VoiceCom is an affiliate of Executive Boutique PH, Inc. and is currently looking for a TRAINING AND DEVELOPMENT MANAGER.
 
Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 12th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique and think it’s a great place to work!”
 
The owners and managers at EB care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees.
 
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Executive Boutique today and join the growing EB family. You won’t regret it!  
 
Checkout our Facebook page https://www.facebook.com/EBCallCenter
 
Join us today and be part of our Training Department!
 
Enjoy the following benefits:
Generous monthly bonus program
Medical / Dental coverage
Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
Career development
Life insurance program
Vacation and family leave programs
Annual salary increase based on performance
Quarterly team outing
Free flowing coffee and hot chocolate
Family atmosphere
Cozy sleeping lounge and canteen plus entertainment area
Great offices in IT park with outdoor private terrace overlooking Cebu City
TRAINING AND DEVELOPMENT MANAGER 
 
Responsibilities
 
Manages the training and quality team supporting voice and non-voice processes, ensuring successful implementation of BPO programs
Drives a stellar customer experience delivered through various processes across multiple LOBs.
Identifies training needs within the entire staff base
Develops and maintain up-to-date training and personal development plans for all staff. Ensures training targets are met and maintained in accordance with current legislation
Delivers appropriate training programs
Monitors staff through training programs ensuring personal and organizational targets are achieved
Maintains up-to-date records of all training delivered in personnel and electronic files
Maintains up-to-date knowledge of legislation relevant to training and disseminate any new requirements appropriately to colleagues.
Maintains own personal development in relation to training and the social care industry
Produce reports as required
Monitor and evaluate the quality performance of both voice and non-voice LOBs
Develop quality control performance evaluation strategy and tools, with focus on continuous improvement, target client and customer satisfaction
Implement applicable quality assurance processes which meet the company’s mission and standards
Drive quality programs which will aid operations in ensuring continuous process improvement
Liaise center quality issues to the appropriate client support group
Act as the manager responsible for gathering, analyzing and presenting quality implementation date.
Manage the escalation process, insuring standardization and consistency
Track current status and progress of critical service quality targets
Actively participate in cross-functional support programs to ensure quality issues are covered. Ensures monitoring procedures and scoring adjust as service productivity and sales goals change
Assist in recruiting, hiring and training of new trainers, QA specialists and coaches.
Ensure Training POC, coaches, QA POC and QA specialists receive appropriate training and support to achieve productivity, performance and accuracy standards in areas including call evaluation, calibration, reliability, internal QA auditing, and other areas as needed.
 
Qualifications
 
Candidate must have at least a Bachelor’s Degree in any field
At least 1 year of experience as Training and Development Manager or equivalent position in the BPO industry
Must have undergone trainings relevant to the position
Excellent written and oral communication skills with emphasis on attention to detail.
Interpret and or create a variety of instructions via written, verbal, flow chart or other formats
Ability to lead analytical discussions, uncover underlying problems, identify and articulate prioritized solutions
Ability to analyze data, create plan for behavior change, and consult with other managers and teams to facilitate implementation.
Proficient in Microsoft Word, PowerPoint and Outlook

Managerial / Supervisory