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Sr. Training Manager in National Capital Region - Transcom Worldwide Philippines Inc.

Transcom Worldwide Philippines Inc.
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Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod. Employer from sector BPO / Call center, located in National Capital Region, More than 1000 workers

    About this job offer 15 January

    Salary

  • Negotiable
  • Location

  • Pasig, National Capital Region
  • Description

  • Responsibilities:
    Responsible for the development and delivery of Training Improvement to a Transcom WorldWide business unit. The primary objective is to manage the direct and indirect provision of soft and hard skills to the Contact Centre as well as ensuring quality levels meet or exceed client and company expectations.
    Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
    Oversees the Planning of Training and works with Resource department to schedule training sessions.
    Oversees the development and ensures the correct creation of all training materials for CSRs and Team Leaders.
    Oversees collection of information related to product knowledge and development of training modules. Ensuring that the Product Supervisor will be responsible to give the training and follow-up.
    Oversees the delivering of training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
    Setting up and implementing training follow-ups with Team Leaders and Product Supervisors following standard Transcom follow-up plans after all training is completed.
    Ensuring an adequate supply of training resources to meet “training demand” and maintain quality level, through the range and quantity of trainings.
    Continuously reviewing procedures and implementing improvements with feedback to Corporate Governance. Smooth transition to quality improvement.
    Qualifications:
    Candidate must possess at least a Bachelor's/College Degree , any field.
    Must currently be a Sr Training Manager or at least 3 years of working experience as a Training Manager in the BPO industry is required for this position.
    Applicants must be willing to work in MANDALUYONG/PASIG.
    Preferably Sr Managers specializing in Training & Development for a US campaign.
    Full-Time position available.
  • Number of vacancies: 1
  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 3
  • Language(s): Tagalog
  • Availability for travel: No
  • Availability for change of residence: No

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