The Senior Training Manager will plan, develop, and manage activities associated with the training and development of Consultants, Trainers, and management within a specified site. The incumbent will maintain a climate of customer-oriented service excellence by motivating and empowering team members and exceeding customer relationships.
Essential Functions and Responsibilities:
Ensure all trainers are proficient in their job skills by providing ongoing evaluation and detailing follow-up training, feedback, and coaching. Critical to this responsibility is making sure that trainers are up-to-date on all subject matter for the specific project they support and are involved in activities that develops relationships with Operation Staff.
Collaborate with Quality Supervisor and QM to gather feedback on training effectiveness, update staffing and workforce forecasting, detail center priorities and plans, and gain direction on priorities and work projects.
Partner with Project Coaches and Leads to assess performance issues, ensure training replicates work environment, and collaborate with center staff to resolve issues. Work with Operations to create and implement continuous improvement activities.
Works with Workforce Administration, Operations Management, and Recruiting Team to plan and execute training ramps and meet customer needs. Partner with Operations and Support departments to schedule activities.
Preferred Qualifications
Requirements:
Amenable to work 100% onsite in Commonwealth Quezon City & Novaliches SM Fairview (NO HYBRID)
Amenable to work on fixed night schedules.
Two to three years' experience as a Training Manager
Must have call center/BPO industry background for Training Manager experience.
Bachelor's Degree education preferred.
Experience in leading multiple projects and directly supervising staff to implement projects in timely manner is required.
Must demonstrate experience in supervising a minimum of 4-7 staff members effectively.
Proficiency in communication, planning, leadership, coordinating, and coaching is required.
Experience being directly involved in curriculum development projects. Understanding of the Instructional System Design (ISD) process is required.
Advanced certification in Instructional System Design (ISD) is required.
Experience in conflict resolution/negotiation, team and consensus building is required.
Proficiency in MS Office, flowcharting, and project management software is required.
The ability to look for and implement solutions that improve performance is required.
Skills Required
- Two to three years' experience as a Training Manager
- Call center/BPO industry background for Training Manager experience
- Bachelor's Degree education preferred
- Experience in leading multiple projects and supervising staff
- Experience supervising 4-7 staff members
- Experience in curriculum development projects
- Advanced certification in Instructional System Design (ISD)
- Experience in conflict resolution and team building
- Proficiency in communication, planning, leadership, and coaching
Afni, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Afni, Inc. and has not been reviewed or approved by Afni, Inc..
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Strong & Reliable Incentives — Incentive programs (performance-based and referral) are available in many roles and can add to earnings when targets are met. The pay-and-bonus structure is described as a positive aspect in certain positions.
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Leave & Time Off Breadth — Paid time off for holidays and vacations is part of the package. Training periods also include additional holiday time, indicating a defined time-off offering.
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Wellbeing & Lifestyle Benefits — Tuition reimbursement up to $5,250, a casual “Dress for Your Day” policy, and on-site events provide added non-cash value. Full-time schedules and referral rewards are also positioned as perks.
Afni, Inc. Insights
What We Do
When people reach for their phones, use laptops, or grab their tablets, Afni's contact center teams are there to provide prompt and friendly help. That's Afni. We're a global team of people who love helping companies develop meaningful and profitable relationships with customers. In 1936, we got our start in Bloomington, Illinois as a consumer collections agency. Today, we're so much more. Our channel strategies and customer lifecycle solutions give our clients ways to connect with their customers for many reasons, using their customers' channels of choice.
