Training Manager

Full Time, onsite
Harte Hanks
Manila, Philippines

Salary undisclosed

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Overview Of Job Responsibilities

The Training Manager Provides direction, planning and leadership, supervision and overall management of the training function for the company. Ensures that all training initiatives are aligned with business needs of the company and fully address the requirements of both internal and external customers. Drives for excellence in the company’s training initiatives in order to provide exemplary customer service to all internal and external customers and clients.

Essential Responsibilities And Deliverables

Function Specific:

Supervises training activities for Customer Care / Marketing and Sales Practice of the company as it relates to training technology (i.e. module design, calibration, training program implementation).
Plans, develops, organizes, and monitors training courses / programs spearheaded by Assistant Training Managers for both the Customer Care Practice and Marketing and Sales Practice. Ensures alignment of all training initiatives to client and / or customer requirements.
Ensures that top caliber training is provided and conducted for all Operations personnel of the company. Maintains alignment of training programs to competently address the unique needs, criteria, and requirements of internal and external customers (i.e. sales techniques, client specifics, customer care techniques, speech training).
Standardizes, centralizes, and aligns inter-program training units by conducting periodic meetings and training summits. Ensures that training goals and objectives for the Customer Care / Marketing and Sales Practice are synchronized. Drives for timely delivery of training output to meet client demands.
Bridges the gaps between various internal departments (i.e. Quality Assurance, Operations) by conducting periodic checks and calibration sessions. Ensures that training programs and modules adequately address the training areas highlighted by internal and external customers / clients.
Strives for continuous improvement in all training initiatives, as well as for enhancement of trainers’ skills. Explores developmental opportunities for all Training personnel that will affect in increased capabilities, competencies, improved skills and work behaviors.

Leadership And Management

Adopt and develop a management style of engagement, professionalism and openness.
Develop and communicate a clear vision of the business goals to drive results.
Build relationships with employees; establish rapport, trust and credibility
Evaluate and develop team members to align capabilities with roles business needs and career development.
Maintain clarity of and communicate the company’s vision and values
Facilitate communication and collaboration within the function and across Harte Hanks
Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.

Supervision

Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards.
Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff.
Plans organizational structure and job content.
Perform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations
Make training recommendations to ensure team member succeed
Monitor Telesales team telephone calls and provide feedback, counseling and coaching as required to ensure customer satisfaction and service remains high
Develop motivational and team building activities to maintain morale

Critical Working Relationships

Internal Interaction

Quality Assurance. Coordinates for monitoring of operations personnel to determine the effectiveness of training initiatives. Gathers feedback and comments on training initiatives rolled out for the account.
All Operations Accounts. Gathers information on operational issues that need immediate addressing through training. Maintains coordination to ensure that training programs are implemented and followed-through. Calibrates with each account to ensure that training needs are addressed.

External Interaction

Training Councils. Maintains close coordination with colleagues / peers within or outside the industry to keep abreast of training trends, issues, and challenges. Equips oneself with the latest training technologies and methodologies.
External Clients. Gathers information on client operational requirements that should be addressed with training interventions. Updates the client with training initiatives and programs implemented to respond to account-specific concerns / issues.

Education

Qualifications, Knowledge, and Skills

Bachelor’s Degree in any related field.

Experience

3-5 years Training experience in an Asst. Managerial / Managerial capacity, preferably within the call center, customer service, or any labor-intensive industry (i.e. manufacturing).

Knowledge/Skills

Proficiency in training design, module design, and training program implementation.
Working knowledge of Training principles and concepts. Working knowledge of call center operations and organization.
Proficiency with Microsoft Office applications (i.e. PowerPoint, Word, Excel).
Supervisory and people-management skills.
Time and project management skills.
Excellent oral and written communication skills.
Excellent presentation skills.
Problem-Solving, Decision-Making, and Analytical skills.

Measures of Performance

Demonstrate ability to hire, retain and lead a high-performance team
Customer satisfaction
Account sales growth

Personal Attributes

Fluency in the English language.
Adaptive to changing work schedules and working hours. Customer orientation.

Supervises training activities for Customer Care / Marketing and Sales Practice of the company as it relates to training technology (i.e. module design, calibration, training program implementation).
Plans, develops, organizes, and monitors training courses / programs spearheaded by Assistant Training Managers for both the Customer Care Practice and Marketing and Sales Practice. Ensures alignment of all training initiatives to client and / or customer requirements.
Ensures that top caliber training is provided and conducted for all Operations personnel of the company. Maintains alignment of training programs to competently address the unique needs, criteria, and requirements of internal and external customers (i.e. sales techniques, client specifics, customer care techniques, speech training).
Standardizes, centralizes, and aligns inter-program training units by conducting periodic meetings and training summits. Ensures that training goals and objectives for the Customer Care / Marketing and Sales Practice are synchronized. Drives for timely delivery of training output to meet client demands.
Bridges the gaps between various internal departments (i.e. Quality Assurance, Operations) by conducting periodic checks and calibration sessions. Ensures that training programs and modules adequately address the training areas highlighted by internal and external customers / clients.
Strives for continuous improvement in all training initiatives, as well as for enhancement of trainers’ skills. Explores developmental opportunities for all Training personnel that will affect in increased capabilities, competencies, improved skills and work behaviors.