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

College Graduate of any course with at least 2-4 years management and training experience

• 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