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 Benefits We offer competitive pay and benefit packages along with many other perks:, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs, Career Path Program, Growth opportunities, Medical, dental, vision and 401(K), Employee referral business program, Employee discounts, Full-time and part-time positions, Incentive programs, Team environment, Wellness programs
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Supervisor, Training, Cebu City
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Supervisor, Training, Cebu City
Philippines, Central Visayas, Cebu City,
Modified May 23, 2024
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Qualfon is a Business Process and Contact Center Outsourcing provider with presence in several countries around the globe. Qualfon provides global business process (BPO) and Contact Center outsourcing to a variety of market segments. We combine industry knowledge and expertise with solid execution, providing clients with real business solutions for every stage of a customer's life-cycle.
Specialties
Call Center,
Contact Center,
Customer Service,
Customer Care,
Business Process Outsourcing (BPO),
Nearshore,
Offshore,
Sales, Customer Service,
Voice, Email, Fax, Chat, Web Call Deflection, Social Media Interaction,
Customer Loyalty,
Help Desk, Retention, WinBack