Training Delivery 

?        Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation?s communication training issues.
?        Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decides the best intervention such as coaching or refresher training.
?        Determines the different learning methodologies applicable for a training course or performance consulting initiatives through Needs Analysis and Validation.
?        Implements performance coaching and training based on agreed development approach with the Operations leads.
?        Creates performance tracking /reporting system and governance to manager and measure performance coaching initiatives
?    Recruitment Support 
o        Participates in certification and calibration of leaders conducting final interviews as part of the Agent hiring process.
o    Collaborates with Operations and HR Recruitment in enhancement of recruitment toll gates.
o        Writes reports of the result of the Language Checks conducted within the day to the appropriate business unit heads, managers, and other parties concerned. 
o        Responsible for the consolidation and final draft of reports for business or accounts his or her cluster supports. 
?    Facilitates En Route and Foundation Training for newly on boarded associates.
?    Conducts engaging and interactive training sessions to improve participants' communication skills.
?        Conducts call simulations and facilitates language assessments as part of the learning methodologies in Foundation Training.
?        Provides an in-depth status report on the skill level of new hires through End of Day Reports, Weekly Progress Reports & Post-Mortem. 
?        Conducts OJT Support and Communications Refresher training for New Hires during PST and Nesting phases. 
?    Training Target Audience: Agents and Senior Agents, SMEs, Team Leaders and Shift Managers.

Training Research & Design 
?        Partners with Business Excellence in determining root causes for communications-related opportunities.
?        Works together with the Training Manager and Instructional Design team in the development of Training Manuals and learning assets such as: quizzes, job aids, videos and audio files, etc.
?        Assists the Training Manager and Instructional Design Team with the creation of comprehensive communication training programs tailored to the needs of the different businesses within the Organization.
?        Develops training materials, modules, and resources, including presentations, handouts, and multimedia content.

Training Evaluation 
?        Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives. 
?        Reviews participant feedback and comments, and recommends relevant changes to improve trainee experience.
?        Leads the meeting with Operations to ascertain agent/ learner?s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Reviews and recommends, accountable for the success of the learning session.
?        Responsible for the overall achievement of the intended learning and business outcomes, as well as for the evaluation and measurement of the agents? performance under his/ her supervision. 
?        Provide constructive feedback and create personalized development plans to address specific communication challenges.
?    Solicits feedback from participants and stakeholders to improve training initiatives. 
?        Responsible for the consolidation and final draft of reports for business or accounts his or her cluster supports. 

Administrative Function
?    Ensures that all relevant documentation before and after classes conducted are in order. 
?        Coordinates and works with different support as well as operations departments in the effective management and implementation of their assigned training programs.
?    Responsible for maintenance and inventory of all FT materials they are assigned to.
?    Schedules and adheres to capacity plan.
?    Writes post training reports to concerned business and department heads when relevant
?        Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team 
?        Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times.