Senior Training Manager – Cebu

Join Fusion CX as a Senior Training Manager in Cebu, where you will oversee the operational and fiscal activities of the Training and Operations Department. Your role will involve developing and leading a high-performing team, implementing process improvements, and working closely with business partners to resolve training-related issues. You will be responsible for improving efficiency and accuracy in the training process, managing staff in accordance with company policies, and ensuring maximum team performance to achieve key performance objectives.

Job Description:

Vital duties and goals of the Senior Training Manager in Cebu:

Key Responsibilities:

• Manage the operational and fiscal activities of the Training and Operations Department.
• Develop and lead the training team to achieve training goals, including Leadership Development training.
• Utilize systems and procedures to improve the operating quality and efficiency of the Training department.
• Oversee all aspects of training delivery and improve key success metrics associated with training goals.
• Put regular effort into improving processes and performance, leading to achieving enhanced bottom-line results.
• Work closely with business partners and clients to resolve training-related issues and ensure compliance with company processes.
• Improve efficiency and accuracy of the training process.
• Create and implement process improvements.
• Manage the staff in accordance with company policies, procedures, and client metrics.
• Maintain a positive work environment and escalate system-level issues to appropriate support teams.
• Accountable for training department attrition, including trainers, agents, and overall project attrition.
• Responsible for team engagement, leadership, performance management, coaching, and talent development.
• Adhere to the Company’s key performance objectives, indicators, metrics, and ratios, ensuring maximum team performance.

Key Performance Objectives:

• Achieve all training goals with a focus on Leadership Development sessions.
• Efficiently manage day-to-day operations and deliverables.
• Enhance key success metrics related to training as a Senior Training Manager, for example:
  • Associate Performance within 30 days post-training.
  • Training Attrition rates.
  • Training Satisfaction levels.
• Proactively support, motivate, and retain an exceptional team.
• Effectively handle corporate communication channels.
• Escalate system-level issues to the appropriate IT support or vendor team promptly.
• Ensure strict compliance with the company’s processes, tools, and system changes.

Job Requirements:

Necessary qualifications and qualities required for the Senior Training Manager role in Cebu:

Qualifications:

• Minimum of 5 years of managerial experience in training within a BPO company.
• Exceptional communication skills.
• Proficient in coaching and adept at people management.
• Strong analytical skills with the ability to interpret data effectively.
• Flexible availability to work any shift schedule, particularly graveyard shifts.
• Willingness to manage multiple sites and responsibilities efficiently.

Why Join Fusion CX

Fusion CX offers a dynamic work environment where your skills and leadership capabilities will be valued and nurtured. As a Senior Training Manager in Cebu, you’ll have the opportunity to make a significant impact by driving operational excellence and fostering a culture of continuous improvement. Join us in our mission to deliver exceptional training solutions and maximize team performance while contributing to a positive work environment where growth and success are encouraged and celebrated.