Training Manager
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Position Title: Training Manager

Job Location: Clark Freeport Zone, Pampanga
 

Why we’re awesome?

SupportNinja is redefining the outsourcing 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 HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

 

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • Stress-free start up accounts
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary


 

Job Responsibilities:

  1. Manages the training team’s overall performance and continuously improve the members through coaching and mentoring
  2. Ensures strategic alignment of the training department with business goals 
  3. Selects and manages resources, including working with both internal employees and training vendors to develop and deliver training 
  4. Manages the technologies and technical personnel required to develop, manage and deliver training 
  5. Deploys a wide variety of training methods; Conducts effective induction and orientation sessions
  6. Monitors and evaluates training program’s effectiveness, success, and ROI periodically and report on them
  7. Manages the training budget; Resolves any specific problems and tailor training programs as necessary
  8. Manages training programs which include web-based seminars, printed manuals, group sessions, training videos, etc.
  9. Equips new members of the training team with the skills needed for the onboarding process.
  10. Conducts training needs analysis and complies to the requirements as prescribed by the analyzed results from the surveys and interviews
  11. Reviews existing training materials produced by third parties to determine appropriateness and relevance
  12. Monitors training programs and manuals to ensure that they are effective and up-to-date and makes updates as necessary. 
  13. Collaborates with clients and leaders to address learning issues, communication challenges, or new educational needs regarding specific employees
  14. Delivers group and individual instruction and training covering a range of technical, operational, and/or management areas in a specified field. 
  15. Reviews and improves training aids including training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works.
  16. Evaluates the effectiveness of training and development programs and utilizes relevant evaluation data to revise or recommend changes in instructional objectives and methods.
  17. Managees training plan and collaborates with stakeholders and clients to schedule Account Training
  18. 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
  19. Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals
  20. Conducts timely meeting and session to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department
  21. 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 Manager in contact center/BPO experience is required
  3. More than 5 years of 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 manage 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.