Manager - Call Center Training

Are you an experienced trainer with a passion for developing and coaching others? Do you thrive in a fast-paced and dynamic environment? Then we have the perfect opportunity for you! Relx is seeking a highly skilled and driven Manager of Call Center Training to join our team and lead the training and development of our call center staff. As a key member of our organization, you will have the opportunity to make a direct impact on our company's success by equipping our team with the skills and knowledge needed to provide exceptional customer service. If you have a proven track record of training and coaching teams in a call center environment, and possess strong leadership and communication skills, we want to hear from you!

Responsibilities:

1. Develop and implement training programs for call center staff, including new hire training, ongoing education, and skills enhancement.
2. Create training materials and resources that are engaging, effective, and aligned with company objectives.
3. Conduct regular training sessions and workshops to educate call center staff on product knowledge, customer service skills, and company policies and procedures.
4. Evaluate training effectiveness and make necessary adjustments to continuously improve training programs.
5. Monitor and track the performance of call center staff and identify areas for improvement.
6. Provide coaching and feedback to call center staff to help them improve their skills and performance.
7. Collaborate with call center leadership to identify training needs and develop strategies to address them.
8. Stay up-to-date on industry trends and best practices in call center training and incorporate them into training programs.
9. Manage and mentor a team of trainers to ensure consistency and quality in training delivery.
10. Conduct regular training needs assessments to identify knowledge and skill gaps and develop targeted training solutions.
11. Develop and maintain training metrics and reports to track the effectiveness and ROI of training programs.
12. Ensure compliance with all training requirements and regulatory guidelines.
13. Communicate with call center staff and management to gather feedback and make necessary improvements to training programs.
14. Collaborate with other departments to develop cross-functional training programs and initiatives.
15. Participate in the recruitment and onboarding process for call center staff, including conducting interviews and providing input on training needs for new hires.
16. Continuously seek opportunities to improve training processes and procedures.
17. Maintain a positive and supportive work environment that fosters growth and development for call center staff.
18. Act as a role model and leader for call center staff, promoting a culture of continuous learning and development.
19. Handle any escalated training issues or concerns in a timely and professional manner.
20. Represent the training department in meetings and presentations as needed.

According to JobzMall, the average salary range for a Manager - Call Center Training in Metro Manila, Philippines is between ₱20,000 to ₱50,000 per month. This may vary depending on the specific company, level of experience, and skills of the individual. Some companies may also offer additional benefits such as bonuses, incentives, and allowances.

RELX plc is a British corporate group comprising companies that publish scientific, technical and medical material, and legal textbooks; provide decision-making tools; and organise exhibitions. It operates in 40 countries and serves customers in over 180 nations.