BPO Training Manager

Bravissimo Resourcing Inc. | Onsite | Eastwood, Quezon City

We are seeking an experienced and dedicated BPO Training Manager to oversee, design, and execute comprehensive training programs, specializing in Service Desk accounts. The manager will be responsible for new hire training end-to-end, managing large-scale ramp-ups across various regions, and representing training initiatives to clients during service transitions.

Key Responsibilities

• Design, implement, and manage the full cycle of New Hire Training programs (end-to-end).
• Oversee and successfully manage large-scale talent ramp-ups across diverse geographies and accounts.
• Represent training performance, strategy, and initiatives during client calls related to Service Desk (SD) transitions and account management.
• Mentor and potentially manage a team of Trainers and Assistant Managers (AMs).
• Ensure all training initiatives adhere to global standards for effectiveness measurement.

Qualifications:

• Bachelor's Degree in any discipline
• 6-8 years of relevant experience (with a minimum of 4 years experience with Service Desk Accounts, preferably managing training for SD accounts)
• Experience in handling large ramp-up across multiple geographies
• Experience in handling a team of trainers and AMs preferred but not required
• Train the Trainer Certification (internal/external)
• Master trainer certification (preferred)
• Experience in handling training for service desk accounts (required)
• Experience in attending client calls on SD transitions and other accounts to present training initiatives and performance
• Responsible for New Hire training (end to end)
• Excellent communication skills - written and verbal
• Excellent time management skills
• Understanding of training methodologies & global standards of training effectiveness measurement
• Experience in handling large ramp-up across multiple geographies
• Experience in handling a team of trainers and AMs preferred but not required

Additional requirement:

• Valid passport
• Ready for domestic and international travel on short notice