CPT Manager- PHRN & USRN (Hybrid)

Key skills
Excellent Communication
Presentation Skills
coaching skills
Mentoring
Process Training
USRN & PHRN

Job title: CPT Manager
License: PHRN and USRN
Work set up: Hybrid (Pasay-MOA)
Work shift: Shifting
Salary: 70K

Essential Functions:

•Develop an approach to drive training need identification and provide feedback to the Core team for the developing of modules and get refresher training conducted for the agents.
•Ensure effective training plans are designed to meet training and development needs and manage training delivery.
• Ensure resources are managed effectively and within budgets during steep ramp ups.
• Analyze the Effectiveness of Trainings on an ongoing basis and provide recommendations to further enhance the same.
• Ensure proper maintenance of Training MIS and reports.
• Ensure that the assigned targets are met in accordance with SLA and Internal standards.
• Ensure effective implementation of strategies devised to reduce agent attrition and improve employee satisfaction during preprocess training.
• Recruit, Manage and develop direct reporting Assistant Managers and Trainers
• Review and always ensure effective implementation of the designed strategies for trainer recognition and motivation.
• Evaluate and select external training partners and accreditation bodies/agencies and providers necessary to deliver required training to appropriate standards.
• Documented monthly performance review of Assistant Managers and Trainers.
• Conduct annual appraisals and consequent development processes effectively.
• Ensure the training budget is used to best effect.
• Provides early indication of staff strengths and training needs.
• Ensures staff training levels are current by automatically scheduling refresher courses.
• Stay in touch with the Client at the Process Owner level daily to review progress and ensure that all the training updates are being disseminated on time.
• Ensure compliance with internal policies and procedures, external regulations, and information security standards.
• Conceptualizing, formulating, and encouraging the development of relevant and innovative training solutions.

Examining existing training modules with the Core team and determining efficient strategies to meet
training needs continually.
Providing feedback to trainers to attain higher standards of training.
Aim towards the enhancement of current training practice

Performance parameters
• Training Quality
• Training SLA
• ISO / COPC Adherence
• Module Adherence
• Agent Attrition (training)
• Trainer and Assistant Manager Attrition
Any other essential function that may occur from time to time as directed by the Supervisor.

Primary Internal Interactions
• Training AVP for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Assistant Managers and Process Trainers for the purpose of evaluation and providing constructive feedback
• Agents (in preprocess or developmental trainings) for the purpose of clarifying concerns and training/trainer feedback
• Function heads for the purpose of keeping them abreast of team performance and activities.
• Core Team for the purpose of training curriculum design, for Training MIS and for Training Audits Primary External Interactions
• Training partners/Accreditation Agencies / bodies for the purpose of building training capability
• Client trainers, SME’s and Operations for the purpose of discussing agent performance during/post training and recommending strategies to enhance the same

Organizational Relationships
Reports To: Assistant Vice President/Senior Assistant Vice President/Vice President, HCA
Supervises: Trainers/Assistant Managers/Lead Assistant Manager/Managers

Skills
Technical Skills (Minimum)
• Basic Computer Knowledge
• Good keyboarding speed

Technical Skills (Desired)
 Good Computer skills – Hands on Experience on Power Point, Word and Excel

Process Specific Skills
•Training Delivery
• Voice and Accent Assessment

Soft skills (Minimum)

• Excellent Communication Skills
• Business awareness
• Customer Service Focus
• Active listening skills
• Coaching and mentoring
• Presentation and Facilitation Skills

Soft Skills (Desired)
• Self disciplined and result oriented
• Team work/ Managing Self / Adaptability
• Ability to multi task
• Data gathering ability/ Eye for detail
• Feedback Skills
• Analytical Skills
• Strong People Management and Leadership skills
• Capability to conduct an appraisal discussion and assess different levels of performance and potential.
•Good networking capability and Client facing skills.
• Appreciation of the domain needs of the process and its key drivers.
• Strategic Skills