Training Manager - Bacolod, Philippines

Logistics, Sales & Operations · HR & Admin · HR Operations · Talent Acquisition

In short

Transcom is seeking a Training Manager for its Bacolod, Philippines site. This role is responsible for developing and delivering training programs to specific campaigns, managing trainers, and ensuring quality meets client expectations. The ideal candidate will have a university degree or equivalent, proven training experience, and strong operational and people management skills.

Responsibilities

Develop and deliver training programs for specific campaigns, focusing on soft and hard skills for the Contact Centre.
Manage the creation, development, and enhancement of training programs, providing support to Operations.
Provide training programs and development plans to Master Trainers and Trainers.
Serve as a client escalation point of contact for all training issues and act as a consultant on ad hoc issues.
Partner with Operations and support leaders on New Hire, Cross-Skill, and Up-Skill Classes.
Manage client projects like KM, Learning Technologies, Innovations, or Process Implementation.
Conduct 1on1 coaching for direct staff and manage Master Trainers and Trainers, setting training direction and deploying resources.
Evaluate training effectiveness through Training Needs Analysis and Training Evaluation, adjusting materials as needed.
Monitor LOB/Campaign Performance and adjust training needs based on trainee performance.
Ensure documentation and follow-through of Training Processes.
Align New Hire and Cross-Skill Training with the Client for product training delivery.
Complete New Hire performance Trackers for Client Process Audit.
Partner with Recruitment and HR for adherence to Hiring Needs and Requirements submission.
Attend Campaign Leadership Meetings for strategic and tactical action planning.
Create and implement actions for Cultural Immersion to support employee understanding of Client Culture.
Participate in people development creation for Agents and Support Employees.
Participate in company-wide training activities to align processes and share best practices.

Requirements

University degree or equivalent in training or human resources.
Proven and successful track record of effective training experience.
Experience working in an environment driven by client satisfaction.
Experience working in an operations department.
Experience in a performance-driven environment with strong communication and leadership skills.
Experience working under high and continuous competitive pressure.
Ability to work with numbers for reporting, analysis, and differentiation purposes.
Effective time management skills with a focus on setting clear objectives and priorities.

Benefits

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

#training#operations#management#client satisfaction#human resources

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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