Manager Training

Posting Date: Jun 19, 2019

Location: Clark, 03, PH

Company: iQor

Way to go iQorian! We’re excited you’ve decided to be considered for this new role and one step closer to advancing your career. Please read the information carefully. Should you have any questions please contact your local Recruiting manager.  Let’s get started! 

Summary

Plays a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. The Training Manager will be responsible for all aspects of training during and post launch including trainer development, class graduation rates, trainee hiring, report preparation, and client engagement.

Responsibilities

  • Plans new hire training including, class and trainer assignments.
  • Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
  • Completes formal classroom observation and frequently evaluate trainer effectiveness.
  • Coaches trainers to optimal performance.
  • Attends trainer the trainer sessions and support ongoing training and education of over 700 agents.
  • Manages team members to achieve program initiatives as well as individual skill development.
  • Identifies key area of opportunity, then implement and measure change.
  • Participates in and , or contribute to business presentations as needed.
  • Attends client meetings.
  • Prepares reports for clients and internal site leadership.
  • Expresses self through professional appearance and presentation.
  • Demonstrates confident and commanding presentation skills.
  • Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means.
  • Be capable of interacting with a wide variety of internal/external individuals at all levels.
  • Exhibits a solid understanding of performance management and employee development strategies.
  • Have an established track-record and understanding for being results-oriented.
  • Illustrated the ability to manage multiple priorities and a multitude of projects in a team environment.
  • Experience in a Call Center Environment and or Call Center Management.
  • Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel.
  • Expresses and understands the importance of flexibility to work long and irregular hours, strong analytical and problem solving skills and Interest and knowledge of call center operations.
  • Performs other duties as assigned.

Requirements

  • 5-8 years of experience in large call center supporting complex business for US based customers.
  • Track record for being results-oriented and quality driven.
  • Ability to inspire trust in addition to being able to build and maintain successful relationships. 

Education Requirement

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration or related field preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

iQor.com