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Select VoiceCom

Training and Development Manager

Select VoiceCom

With business certificates
Established in 2014 | 51-200 employees
10/F i1 Bldg., Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : October 19, 2020
Job ID : 365852

Video Profile


Select VoiceCom is an affiliate of Executive Boutique PH, Inc. and is currently looking for a TRAINING AND DEVELOPMENT MANAGER.
Executive Boutique is an American and Australian owned company providing BPO services from its offices in Cebu IT Park. We recently celebrated our 12th Anniversary. While our main goal is to provide first class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say “I work at Executive Boutique and think it’s a great place to work!”
The owners and managers at EB care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make it beneficial for our employees.
If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Executive Boutique today and join the growing EB family. You won’t regret it!  
Checkout our Facebook page
Join us today and be part of our Training Department!
Enjoy the following benefits:
  • Generous monthly bonus program
  • Medical / Dental coverage
  • Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
  • Career development
  • Life insurance program
  • Vacation and family leave programs
  • Annual salary increase based on performance
  • Quarterly team outing
  • Free flowing coffee and hot chocolate
  • Family atmosphere
  • Cozy sleeping lounge and canteen plus entertainment area
  • Great offices in IT park with outdoor private terrace overlooking Cebu City
  • Manages the training and quality team supporting voice and non-voice processes, ensuring successful implementation of BPO programs
  • Drives a stellar customer experience delivered through various processes across multiple LOBs.
  • Identifies training needs within the entire staff base
  • Develops and maintain up-to-date training and personal development plans for all staff. Ensures training targets are met and maintained in accordance with current legislation
  • Delivers appropriate training programs
  • Monitors staff through training programs ensuring personal and organizational targets are achieved
  • Maintains up-to-date records of all training delivered in personnel and electronic files
  • Maintains up-to-date knowledge of legislation relevant to training and disseminate any new requirements appropriately to colleagues.
  • Maintains own personal development in relation to training and the social care industry
  • Produce reports as required
  • Monitor and evaluate the quality performance of both voice and non-voice LOBs
  • Develop quality control performance evaluation strategy and tools, with focus on continuous improvement, target client and customer satisfaction
  • Implement applicable quality assurance processes which meet the company’s mission and standards
  • Drive quality programs which will aid operations in ensuring continuous process improvement
  • Liaise center quality issues to the appropriate client support group
  • Act as the manager responsible for gathering, analyzing and presenting quality implementation date.
  • Manage the escalation process, insuring standardization and consistency
  • Track current status and progress of critical service quality targets
  • Actively participate in cross-functional support programs to ensure quality issues are covered. Ensures monitoring procedures and scoring adjust as service productivity and sales goals change
  • Assist in recruiting, hiring and training of new trainers, QA specialists and coaches.
  • Ensure Training POC, coaches, QA POC and QA specialists receive appropriate training and support to achieve productivity, performance and accuracy standards in areas including call evaluation, calibration, reliability, internal QA auditing, and other areas as needed.
  • Candidate must have at least a Bachelor’s Degree in any field
  • At least 1 year of experience as Training and Development Manager or equivalent position in the BPO industry
  • Must have undergone trainings relevant to the position
  • Excellent written and oral communication skills with emphasis on attention to detail.
  • Interpret and or create a variety of instructions via written, verbal, flow chart or other formats
  • Ability to lead analytical discussions, uncover underlying problems, identify and articulate prioritized solutions
  • Ability to analyze data, create plan for behavior change, and consult with other managers and teams to facilitate implementation.
  • Proficient in Microsoft Word, PowerPoint and Outlook

How to Apply

Interested candidates may send an updated copy of their resume to [email protected].
We are only accepting online applications for now. Shortlisted candidates will receive a phone call between 10AM-7PM (Mondays-Fridays) for an interview.
Due to the volume of applications we receive every day, only shortlisted candidates will be contacted via phone and e-mail within 1-7 working days.


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