Role: Training Manager Location: Manila, Philippines Salary: Up to £40,000 DOE + bonus + great benefits + relocation costs
This is an exciting role for an experienced Training Manager to lead a team of 5 Trainers for my clients growing contact centre training team through a period of change. So contact centre training experience is essential. Based at their digital customer service contact centre in Manila in the Philippines the role offers great benefits and development opportunities.
You will ensure that the teams deliver excellent customer service training and operate with a customer centric mind-set, taking individual responsibility for following through and owning the experience for the contact centre teams. To drive, deliver and embed customer care initiatives and projects throughout your department, whilst ensuring that your team work alongside challenging performance targets in an efficient and effective manner.
Design and Delivery
Designs and delivers high quality, high impact, best practice product and process and soft skills training, to deliver exceptional customer service across all CS locations; with particular focus on frontline roles
Responsible for undertaking training needs analysis and plan, create, maintain, deliver and report on training and development programmes to meet the needs of the contact centres; responding to business objectives and changing needs
Establishes training policies, procedures and programs to support the execution of the customer service strategy while addressing local cultural requirements and delivering cultural shifts
Provide the CS leadership team with accurate, timely and insightful reports on the training function activity and impact
Own and champion the teams Tone of Voice within CS
Ensure that training classes are in place to meet the demands of CS peaks, troughs and key events; work with the other areas of the contact centre and business to understand the impact of change and devise training solutions Continuous Improvement
Creates and maintains a standard library of training materials to be used across the contact centres
Reviews and develops new training modules, collateral and solutions utilising various mediums (including multimedia and e-learning)
Identifies areas of improvement through feedback from CS Hub, Quality and CS Operations that can be addressed through creative training solutions, implement and track benefits Team and Development
Leads, manages and develops the training teams in the different CS locations to drive a positive highIf you are interested in the Training Manager role please follow the link to apply.