ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Learning Operations Manager WORK SETUP: Return to Office RESPONSIBILITIES:
Manages training team- trainers and language coaches for Insurance based projects
Lead in efforts to maintain and enhance various parts of existing client service solutions.
Research, analyze, and recommend strategies for effective training impact & interventions
Strong organizational and detail orientation skills, ability to work well with both technical and non-technical resources.
Decisive, creative, and adaptable, with experience developing and executing solutions for clients while balancing business goals and priorities
Lead and oversee multiple projects and help in prioritizing workload on the team based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate
Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training.
Coaches team members on proper handling of training batches
Execute existing DR/BCP plans of the team.
Execute/deliver output based on the project plan during migrations.
Takes ownership in resolving and managing end-customer issues and negotiations.
Manages internal updates/communication within the unit.
Enforces compliance to company policies and effect disciplinary measures on violations.
Initiate and implement process improvements.
Leads projects/tasks that may be assigned from time to time and contributes to company-wide initiatives and projects. What we're looking for:
Above-average communication and meeting facilitation skills.
Proficient in MS Applications.
Flexibility with rotational schedule and must be willing to render Overtime, if necessary.
Strong work ethics, integrity, and unquestionable character. Without any Code of Conduct violation. Has a good attendance record. No tardiness memo incurred.
Ability to handle multiple tasks and create and execute effective and immediate action plans for process issues.
Ability to adhere to and promote current performance tools that team uses.
Ability to establish and maintain relationships with team members, co-leads, reporting managers, internal, and external business partners.
Coachable - Seeks out and accepts feedback to improve personal and team performance.
Customer Focus - Processes with a consistent attitude of respect, courtesy, patience, and helpfulness. Has business acumen and can see things in a bigger picture.
Met or exceeded performance expectations in the last performance appraisal. OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One
SKILL AND QUALIFICATIONS:
Strong knowledge of BPO Training – Defined contributions
At least 7 years relevant experience in Contact Center Operations
Bachelor’s degree in related field
With Insurance or General Insurance or Life Insurance background
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