BPO Training Associate Manager  

About the Role: As a Training Associate Manager, you will perform the following (but not limited to) duties and responsibilities:

• Performance trends and training needs analysis to help the project improve performance or manage performance outliers through training or coaching intervention programs.
• Implement the review, design/development (when necessary) and assessment of training curriculum, content/learning materials, approach/methodology and performance evaluation process.
• Reporting
• Generates, reviews and distributes required training reports such as training trends and activity reports to Operation Leads and/or Clients.
• Maintains collection and tracking of relevant Training data.
• Assists with team-specific reporting activities, including productivity reports, end of shift reports, and other operations-related reports all pertaining to trainees’ performance.

About You: The ideal candidate will have the following skills and experience:

• At least 7 years overall work experience; 5 years leadership experience
• At least 2-3 years of work experience in the Contact Center / BPO industry
• At least 2-3 years of training or teaching experience
• At least 3 years training management experience is required
• At least 3 years of experience in business training, professional development, research and workshops is good to have but not required
• Excellent presentation skills
• Ability to implement end to end training needs analysis (TNA)
• Ability to analyze performance trends and implement intervention programs to address performance gaps
• Knowledge of Adult Learning Theory