Deskripsi Pekerjaan
Are you ready to shape the future of customer service excellence? Valor Global, Inc. is looking for an experienced and dynamic Training Manager to lead our learning and development initiatives at our Binan City, Laguna site. This is a high-impact leadership role where you will directly influence the skill development of our front-line teams and drive measurable business outcomes.
As the Training Manager, you will architect and execute training strategies that transform new hires into confident professionals and upskill existing talent. You will collaborate closely with Operations and Quality Assurance to conduct thorough Training Needs Analysis (TNA), design cutting-edge curriculum, and implement innovative delivery methods. Your leadership will be the driving force behind achieving excellence in Customer Satisfaction (CSAT), First Call Resolution (FCR), and employee retention.
We are seeking a strategic mentor who thrives on developing others. In this role, you will lead a passionate team of trainers and instructional designers, fostering a culture of continuous learning and accountability. You will oversee the optimization of our Learning Management System (LMS) and utilize data-driven insights to refine training programs continuously.
At Valor Global, we invest in our leaders. We offer a supportive environment where your expertise in adult learning and BPO training management is valued. If you are passionate about building high-performing teams and want to make a tangible impact on a growing organization, this is the perfect opportunity for you. Join us in Binan and build your career with a company committed to innovation and integrity.
Tanggung Jawab
- Directly manage, mentor, and develop a team of Training Supervisors, Specialists, and Facilitators.
- Develop and execute the overall training roadmap for new hire onboarding, nesting, and tenured agent upskilling programs.
- Partner with Operations and Quality leadership to conduct Training Needs Analysis (TNA) and implement targeted performance solutions.
- Ensure all training materials and curricula are current, engaging, and aligned with client processes and adult learning best practices.
- Track, analyze, and report on training metrics (e.g., graduation rates, nesting performance, attrition) to demonstrate ROI and inform business decisions.
- Oversee the administration, optimization, and content management of the Learning Management System (LMS).
- Develop career progression pathways within the training organization to support talent retention and professional growth.
- Champion a culture of continuous improvement by researching and implementing innovative training trends and methodologies.
Kualifikasi
- Bachelor's degree in Psychology, Human Resources, Education, Business Administration, or an equivalent field.
- At least 3 to 5 years of proven experience in Training and Development within the BPO / Call Center industry.
- Minimum 2 years of experience in a Training Manager role or in a supervisory capacity directly managing trainers.
- Strong knowledge of adult learning theory, instructional design models (e.g., ADDIE, SAM), and diverse facilitation techniques.
- Demonstrated ability to analyze performance metrics and use quantitative insights to drive curriculum improvements.
- Excellent communication, presentation, and stakeholder management skills with executive-level polish.
- Advanced proficiency in Learning Management Systems (LMS) and the Google Suite or MS Office Suite.
- Willingness to work in Binan City, Laguna and flexibility to work shifting schedules including night shifts as needed.