Training Supervisor for Healthcare and Social Media Accounts

₱40,000 - 66,000 per month

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees
Cebu Business Park, Mabolo, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: November 25, 2022
Job ID: 414548




Is currently looking for:




Roles & Responsibilities:

  • Provide an overview of performance of Training team on bi-weekly basis

  • Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Customer Training Team

  • Develop proactive training strategies to improve quality metrics of the agents

  • Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy

  • Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner

  • Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations

  • Discuss/review with Customer trainers on class observation process

  • Ensure adherence of Training Team Key Performance Indicators

  • Attend all Train the Trainers and training related meetings with Customer training team

  • Attend and participate on Global Quality Calibration Session

  • Attend Weekly Business Reviews, and Monthly Business Reviews

  • Support the planning, scheduling, and coordination of all required training for their sites

  • Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.

  • Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology

  • Ensure complete, accurate and timely data collection and communication by trainers

  • Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans

  • Monitor new hire knowledge before and after training to help determine follow up training required

Mandatory Skills

  • 4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment

  • Good knowledge of Quality/Process Improvement techniques

  • High level of energy, drive, enthusiasm, initiative and commitment

  • Excellent communication, consulting, influencing and interpersonal skills.

  • Proven track record of collaborating with cross-functional groups to produce results

  • Passion for ensuring a world class support experience for our community

  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

How to Apply

Send your resume and application letter to Recruitment Hub of Cebu IT Tower 1 Cebu Ayala Business Park, Cebu City.