About Us

A global customer experience leader, redefining the way brands speak with their customers.

Job Summary

Job Summary:

 

Your role will be crucial in fostering a culture of continuous learning and development, ensuring our agents are equipped with the knowledge and skills to excel in their roles.

Leads all operational training initiatives for the assigned programs/ accounts, ensuring KPI performance, enhanced learning curves and financial proficiency through operational goals attainment and attrition control via successful onboarding processes.

Supervises, leads and develops the assigned team of Trainers, in a way that ensures the mentioned items are achieved while complying with Foundever operational and quality standards.

Primary Job Responsibilities

 

Responsibilities:

Develop and implement training plans that support all aspects of customer care center operations. Oversee training staff, ensuring they execute training plans according to both Foundever and Client guidelines. Assist in the creation of operational training programs as needed. Cultivate and maintain collaborative relationships with Operations to guarantee commitment to training programs. Identify needs and advise the management team on strategies to synergize operations and training resources for goal accomplishment. Set benchmarks for coaching and facilitation to maintain consistent standards in delivery and content. Formulate evaluation processes for all training staff and implement these processes consistently and fairly. Lead the hiring process for all Learning Specialists assigned to specific programs. Provide guidance and support to Learning Specialists through establishing timelines, setting goals, and facilitating ongoing coaching sessions. Foster instructional design and facilitation skills. Oversee the "Train the Trainer" processes, assess their effectiveness, make recommendations, and supervise implementation. Collaborate with Foundever and the Client stakeholders to ensure the achievement of these objectives. Design and implement tests to gauge the effectiveness of training programs and tools. Present findings to operational leaders and recommend strategies for implementation and continuous improvement. Create and enforce tracking processes. Collaborate with the Learning Specialist to collect and analyze quantitative training data. Generate training reports as necessary. Collaborate with operational leaders to determine training hours and staffing needs for Customer Service Representatives (CSRs). Assume the role of Supervisor to Learning Specialists, overseeing daily activities. Maintain comprehensive knowledge of all service tasks and programs, as well as system and telecommunication capabilities related to the assigned programs. Produce statistics on training and operational performance. Create reports integrating statistical analysis, and plan before and after actions.

 

Experience:

At least 3 years of experience in training or development roles is required. Prior experience in other roles within the BPO industry. Proven management experience.

Skills Required:

Should possess an in-depth understanding of the BPO industry and its key stakeholders. Excellent verbal and written communication in English (B2-C1) Must have superior presentation skills for both group and individual settings. Should be proficient in creating instructional materials. Exceptional interpersonal and communication skills are required. Strong leadership skills are necessary, including the ability to effectively manage groups of leaders. Should possess superior problem-solving skills and demonstrate creativity in resolution. Ability to adapt to changes in the work environment, including organizational and cultural shifts, is a must. Must demonstrate strong teamwork skills. Proficiency in MS Office software packages (Word, Excel, PowerPoint) is required.z