Training Supervisor
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Position Title: Training Supervisor

Work Location: Quezon City, Manila

Company Overview

As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Duties and Responsibilities

  1. Supervises the training team’s overall performance and continuously improve the members through coaching and mentoring
  2. Supervises training programs which include web-based seminars, printed manuals, group sessions, training videos, etc.
  3. Equips new members of the training team with skills needed for the onboarding process.
  4. Reviews and submits daily, weekly, monthly training reports
  5. Conducts training needs analysis and complies with the requirements as prescribed by the analyzed results from the surveys and interviews
  6. Reviews existing training materials produced by third parties to determine appropriateness and relevance
  7. Modifies or creates course materials and training manuals to meet specific training needs
  8. Schedules training sessions, organizes information technology, equipment and manages course enrolment relevant to the requirement of the client
  9. Monitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessary. 
  10. Collaborates with clients and leaders to address learning issues, communication challenges, or new educational needs regarding specific employees
  11. Delivers group and individual instruction and training covering a range of technical, operational, and/or management areas in a specified field. 
  12. Reviews and improves training aids including training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.
  13. Evaluates the effectiveness of training and development programs and utilizes relevant evaluation data to revise or recommend changes in instructional objectives and methods.
  14. Facilitates technical training programs for new and current employees
  15. Conducts training for all generally applicable courses using a variety of training methods and styles (i.e., Adult Learning Theory) to ensure retention and transfer of learning; conducts account-related orientation
  16. Supervises training plan and collaborates with stakeholders and clients to schedule Account Training
  17. Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects
  18. Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing processes and procedures to align with set goals
  19. Conducts timely meetings and sessions to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department
  20. Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of

Qualifications:

  1. Graduate of Bachelor of Science in Education or any trade equivalent; knowledge in curriculum and module development
  2. Training Supervisor in contact center/BPO experience is preferred.
  3. More than 2 years experience in being part of the Training team in a contact center/BPO.
  4. An assertive character that can work independently, yet function in a team environment.
  5. Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
  6. Ability to lead and supervise in a fast-paced, rapidly changing environment while managing multiple priorities.
  7. Strong commercial understanding and previous accountability for profit targets.

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.