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