MANAGER - LEARNING & DEVELOPMENT

JOB DESCRIPTION:

• Conducting training needs assessments to identify skill gaps and development opportunities.

• Designing and developing engaging and effective training materials.

• Facilitating training sessions in a variety of formats.

• Developing and implementing metrics to assess the effectiveness of training programs.

• Providing mentorship and coaching to new and existing trainers.

• Collaborating extensively with stakeholders to align training initiatives with organizational objectives.

• Keeping abreast of industry trends to enhance our training programs continually.

• Participating in process improvement initiatives and recruitment through skill and training potential assessment.

• Actively engaging in client calls to ensure alignment between training and client needs.

REQUIRED SKILLS AND QUALIFICATIONS 

• A Bachelor's degree in Education, Human Resources, Business Administration, or a related field.

• A minimum of 3-5 years of experience in training and development in a BPO or call center setting.

• Proven experience in instructional design and adult learning principles.

• Exceptional presentation, facilitation, and communication skills.

• Proficiency in e-learning authoring tools and learning management systems is advantageous.

• Leadership experience, including a demonstrated ability to coach and mentor.

• Ability to handle changing priorities and good judgment when working in stressful situations.

• Strong interpersonal and communication skills are necessary.

• Excellent written and verbal communication skills and a high level of personal integrity. 

• Experience in sales campaigns (Upselling or outbound) is a Value Ad. 

A Bachelor's degree in Education, Human Resources, Business Administration, or a related field.