Company Overview

Join us on our mission to elevate customer experiences for people around the world.  As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

As a Training Director, you will act as an expert in managing the New Hire training for the Philippines. Training Director would be the single point of contact and decision maker for Training team in the Philippines. Position is responsible for the overall management of daily activities of the Training Team supporting multiple clients and provide supervision and guidance to the Training team. As a strategic leader, part of your scope is planning total training policies, programs, new testing tools, methods, and systems to ensure products and services meet quality standards & all the Ops KPIs .

Principle Accountabilities (Key Result Areas)

• Manage a team of Training front line Leaders and support network of Trainers across different processes within the geography.

• Accountable to meet the target for New Hire throughput for all the classes & throughout 90 days.

• Need to have an expertise creating Training SOP & should be able to execute it on the ground.

• Need to have an experience in creating & executing flow maps.

• Extensive experience in Virtual Learning Delivery.

• Being the Training expert for multiple client's products, processes and business strategy, develop specific productivity, efficiency and satisfaction performance goals and measures to be used for managing the Training teams performance to expectations

• Partners with business stakeholders ,TA & HR to identify and prioritize development needs and to ensure the programs has the right capabilities to deliver business results now and in the future

• Support a Culture of Leadership, Development and High Performance: Partner with the company’s top leaders to build a culture of high performance, development and accountability for talent development

• Prepare the training budget with TQA Head’s approval. Analyze and select appropriate strategies, methodologies, and technologies to maximize learning and development experiences

• Act as the single point of contact for all training initiatives in the vertical and work to ensure that operational skill gaps and developmental needs are met

• Oversee the identification and implementation of relevant quality-related training needs; ensure the Quality Policy is understood, implemented, and maintained at all levels

• Partnering with global (business development, client services, WFM) and local teams on strategic growth and expansion for the program - whether it's for new lines of business or new global / regional locations

• Training recovery efforts for program performance issues as part of the Continuous Improvement Process

• Manages reporting and measurement of the L&D value proposition

• Partner with peers in Talent Management to create a robust, integrated talent management model and ensuring organizational readiness for new business initiatives

Attributes & Attitude:

• Excellent communicator

• Leadership Impact

• Results Driven

• Customer Focus

• Teamwork

• Strategic Thinking

• Developing Others

Knowledge:

• Bachelor's or Associate's degree preferred

• Previous Director experience preferred

• 2+ years managing a global training team

• 3-5 years of training facilitation experience

• 2-3 years of call center experience, with a focus on BPO heavy ramp experience

• 3-5 years of supervisory/management experience

• 1-2 years of LMS management and usage experience

• Proficient in MS Office, specifically Excel and PowerPoint, as well as company-specific systems and programs

• Understanding and experience with Adult Learning Principles

• Proficient with G-Suite applications

• Facilitation and training experience

• Technical writing skills

• Strong verbal and written communication skills

• Understanding of instructional design and ability to gather and present feedback

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.