PRODUCT TRAINING MANAGER

The VXI TQD Core Group is looking to strengthen its dynamic leadership team for our fast-growing Voice-over-IP campaign in our new site in 1024 Edsa. The job essentials and responsibilities are detailed below:

Job Responsibilities:

Manage and develop team of product trainers and subject matter experts for the Care program through classroom assessments, trainer certification, coaching and structured consultations.

Spearhead training ramp plans and implementation of related training activities by managing training timelines, nesting and OJT requirements, training headcount and associated company and client-specific deliverables.

Execute tactical decisions and action plans based on pass-fail thresholds, training funnel data, class attrition, trainer throughput, production-related performance correlations with training.

Improve and monitor meaningful compliance towards better training processes in alignment with TQD Core group initiatives such as: Agent Certification, Class Endorsements, Training Analysis and Action Planning, Product Module Calibration and Redesigns.

Liaise with the Operations in ensuring achievement of learning and training goals for the campaign through meaningful calibrations, huddles and meetings.

Coordinate with other TQD Core group managers such as the Organizational Training Head, Process Development Manager and WFM & Capacity Planning Manager regarding training schedules, processes and logistics.

Align with the other Product Training Managers to benchmark generic training processes and practices within the organization.

Job Qualifications:

Considerable and relevant experience in managing product training within a customer contact center environment, preferably a technical training practitioner with 7 years of work experience, 2-3 years of which are in a senior supervisory or managerial capacity.

Sound knowledge and experience in trainer certification and development, adult learning, and assessment mechanics.

Strong analytical outlook coupled with a process-oriented approach towards improving learning initiatives.

Driven towards making meaningful innovation by foreseeing known risks and balancing them with flexibility and accountability when unknown risks are encountered

Maintains a professional and equally fun demeanor and fosters a dynamic leadership style.

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This post will report directly to the TQD Director and will be based in our Quezon City facility. The job requires taking on a graveyard schedule from Monday through Friday.

If you believe that you are the leader we are looking for to complement our team, please get in touch with Ping Juan, our Recruitment Officer or Jo-Ann Quintos, our Recruitment Manager by emailing your CV to careersph@vxi.com.

You can also get in touch with us through our trunk line: 889 2200 and ask for Ping and Jo-Ann should you have questions.