BPO Training and Development Associate Manager

OVERALL PURPOSE:
Client facing role, manages team of trainers and content developers/writers.

RESPONSIBILITIES:
Assessment of Training Needs:
• Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs.
• Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.
Reporting
• Generates, reviews, and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients
• Maintains collection and tracking of relevant Training data
• Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees’ performance

OTHERS:
Project Shift Schedule: Mid Shift
Project Rest Day: Weekends off
Project/Team Location: Client Site

SKILL AND QUALIFICATIONS:

• Must have at least 7 years of experience in Training and Development
• Must have at least 2 years of Contact Center or BPO industry experience
• Must have at least 5 years of experience as lead
• Experience in business training, professional development, research and workshops is an advantage
• Excellent presentation skills
• Ability to implement end to end training needs analysis (TNA)
• Ability to analyze performance trends and implement intervention programs to address performance gaps
• Knowledge of Adult Learning Theory