Manager, Learning

ESSENTIAL DUTIES AND RESPONSIBILITIES 
• Develops, organizes, and facilitates in-depth client-specific training programs.
• Provides orientation to trainees on the detailed training process flow
• Delivers a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention.
• Improves training effectiveness by developing new approaches and techniques.
• Participates in the preparation of multiple training projects within established budgets and timelines.
• Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals. 
• Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol. 
• Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives.
• Commits to effective transfer of training by motivating trainees and ensuring that information is clarified, and all questions are addressed.
• Conducts coaching and mentoring sessions to trainees to identify areas of improvement and opportunities while keeping a written record of all interactions.
• Supervise client communications, new programs launch, and onboarding process 

• Provide opportunities for ongoing development 
• Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultations
• Collaborates with the production supervisor in monitoring agents’ performance.
• Complete Continuous Education Courses as assigned by Leadership
• Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance.

• Leads call calibration sessions with agents, supervisors and managers to ensure consistent scoring & feedback delivery approach.
• Facilitates supplementary trainings (e.g. refresher course, bucket training, etc.) targeting specific area of concern to continuously improve agents’ skills.
• Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes.
• Maintains training reports and shares them with other departments if necessary.
• Ensures the trainees’ total compliance to training policies, guidelines, and procedures.
• Attends Business Reviews & Client Meetings.
• Delivers the right behaviors in meeting deliverables through punctuality and professionalism.
• Performs other administrative activities necessary.

EDUCATION and/or EXPERIENCE
• Bachelor's degree or equivalent education and experience is preferred
• Knowledge of BPO performance is preferred
• Previous two years of management learning and development experience
• Excellent communication & leadership skills
• Ability to plan, multitask and manage time effectively
• Good computer and database skills