Foundever™ - Learning Manager
Ground Floor e-Life Digital Zone, Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila
? Collaborate with client T&Q and Ops teams to ensure training delivery and methodology has impact on time to competency for non-tenured agents and make recommendations where improvement areas are identified.
? Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs
? Oversee the pilot programmes introducing new learning tools including course materials, presentations, etc. Report back on any findings to the Client teams with recommendations.
? Mentor other instructors and training leads and design KPIs and quality standards to ensure that effectiveness of training is appropriately measured.
? Use data analysis to identify training needs, support proposals, and spot trends
? Prepare and deliver formal presentations for both internal and external stakeholders as needed
? Work with operations leaders and stakeholders to identify opportunities and implement meaningful training strategies
? Responsible for the reports below (not exhaustive) to clients on:
? Recruitment numbers
? NH Training Progress and throughput
? LMS Completions and Pass/Fail rate
? Nesting Certification Progress
? 30/60/90 day NH stats (post nesting)
? Upskill or Remedial Training needs / Progress
? Maintain Training Pipeline and trackers
? Identify trends to assist in our CES, FCR goals
● Collaborate with client T&Q and Ops teams to ensure training delivery and methodology has impact on time to competency for non-tenured agents and make recommendations where improvement areas are identified.
● Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs
● Oversee the pilot programmes introducing new learning tools including course materials, presentations, etc. Report back on any findings to the Client teams with recommendations.
● Mentor other instructors and training leads and design KPIs and quality standards to ensure that effectiveness of training is appropriately measured.
● Use data analysis to identify training needs, support proposals, and spot trends
● Prepare and deliver formal presentations for both internal and external stakeholders as needed
● Work with operations leaders and stakeholders to identify opportunities and implement meaningful training strategies
● Responsible for the reports below (not exhaustive) to clients on:
● Recruitment numbers
● NH Training Progress and throughput
● LMS Completions and Pass/Fail rate
● Nesting Certification Progress
● 30/60/90 day NH stats (post nesting)
● Upskill or Remedial Training needs / Progress
● Maintain Training Pipeline and trackers
● Identify trends to assist in our CES, FCR goals
About Foundever™
Read more about Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.? Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Read more about Us
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