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Training Manager Business Process Outsource

₱ 150,000.00 monthly ·  Taguig, National Capital Region ·  11 November (updated)

Ampersand Management & Development Group

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    Description



  • Manage & direct the William Hill Digital Customer Service training function to ensure that training and development is designed and delivered which equips the contact centres to deliver an exceptional and consistent customer experience in our Tone of Voice (both in house & our outsourced providers).

    Continuous Improvement

     Creates and maintains a standard library of training materials to be used across the contact centres

     Reviews and develops new training modules, collateral and solutions utilising various mediums (including

    multimedia and e- learning)

     Identifies areas of improvement through feedback from CS Hub, Quality and CS Operations that can be

    addressed through creative training solutions, implement and track benefits

    Team and Development

     Leads, manages and develops the training teams in the different CS locations to drive a positive high performing culture

     Identifies and addresses the opportunities to develop trainers' skills and knowledge

    Professional qualification, knowledge and experience

     Intrinsic alignment/understanding of British/European culture with an understanding or appreciation of our

    sports culture

     Experience of designing and delivering contact centre specific training and development solutions for UK

    customers; understanding of UK customer experience, language and how to execute this in an offshore

    environment is essential

     Relevant training experience within Customer Service / Contact Centres isessential

     Formal training qualifications ideal, but understanding of the methodologies and their application

     Excellent communicator across all levels in English language

     Collaborative and inclusive

     Experienced user of knowledge management and training tool kits; effective deployment of e-learning

    strategies is essential

     Experience in an in-house contact centre environment is an advantage

     People management is an advantage

     Contact Centre Training Management in a multi - site/multi - culture environment is an advantage

     Experience with online organisations and within the gaming industry is an advantageP

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 5
  • Language(s): Tagalog ,English
  • Availability for travel: No
  • Availability for change of residence: No
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Job summary

  • Training Manager

  • Taguig, National Capital Region

  • Company

    Ampersand Management & Development Group
  • Work type

    Permanent contract

  • Type of contract

    Full Time

  • Salary

    ₱ 150,000.00 monthly

  • Apply