Deputy Training Manager for Healthcare & Social Media Account

Managerial / Supervisory
With Business Certificates
Established in 1945
10,000+ Employees
Tech Tower, Cebu Business Park, Hipodromo, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: March 19, 2023
Job ID: 419116




Job Description:

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

  • Oversee performance of the trainers, performance of new hire onboarding, and reporting to the Customer Training Team

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

  • Perform root cause analysis of the accuracy of new hire performance during the onboarding 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 the class observation process

  • Ensure adherence to Training Team Key Performance Indicators

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

  • Attend and participate in 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 onboarding plans as well as the targeted training plans

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


  • 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 Training and Quality/Process Improvement techniques

  • Bachelor's graduate in any field

Mandatory Skills:

  • 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