We are seeking a highly motivated professional to join our team in the capacity of [Job Title], where you will play a pivotal role in [specific function or department]. This position requires a minimum of [X] years of relevant experience in [field or industry], along with a proven track record of [key skill or accomplishment]. The ideal candidate will possess strong [specific skill or competency], exceptional [relevant soft skill], and the ability to [specific responsibility or task]. Additionally, familiarity with [specific tool, software, or methodology] is essential, and proficiency in [language or technical skill] is highly desirable. Responsibilities will include [detailed responsibility 1], [detailed responsibility 2], and [detailed responsibility 3], among others. The successful applicant will collaborate closely with [teams, departments, or stakeholders] to [specific goal or outcome], ensuring alignment with organizational objectives and delivering measurable results.
Son Experiences Ltd is looking for a proactive and skilled Assistant Manager – Skills Development to oversee learning and development programs in our call center. This position involves overseeing the creation, implementation, assessment, and refinement of training initiatives to boost employee productivity, uphold operational standards, and fulfill client demands.
The ideal candidate will be instrumental in fostering customer service talent development, enhancing training efficacy, ensuring the success of new hires, and executing strategic learning programs throughout the organization.
Oversee a range of critical duties encompassing strategic planning, operational execution, and team leadership to drive organizational success. Develop and implement policies, procedures, and performance metrics to ensure alignment with business objectives and regulatory compliance. Collaborate with cross-functional teams to streamline workflows, enhance productivity, and foster innovation. Manage budgets, allocate resources efficiently, and monitor financial performance to optimize profitability and sustainability. Serve as a key liaison with stakeholders, clients, and partners to cultivate strong relationships and facilitate seamless communication. Lead initiatives aimed at talent development, employee engagement, and organizational culture enhancement. Ensure adherence to industry standards, best practices, and legal requirements while promoting a culture of accountability and continuous improvement.
Evaluate the efficacy, uniformity, and quality of learning and development initiatives through ongoing monitoring and assessment.
Evaluate and compare the performance of new employees throughout and following the training phase, then offer actionable insights to aid their integration during the onboarding process.
Design, develop, and execute recurring PKT and upskilling training programs to enhance employee competency and performance.
Collaborate with Quality Assurance and Operations teams to assess employee performance and pinpoint areas where refresher training may be beneficial.
To enhance employee capability and operational performance, conduct comprehensive training needs analyses that uncover performance trends, identify critical skill gaps, and evaluate existing learning and development initiatives.
Collaborate in client calibration sessions to guarantee that training programs meet specified client requirements and expectations.
Develop, revise, and manage the rollout of thorough training programs tailored to meet distinct client specifications.
Conduct training sessions to facilitate the implementation of new processes, system deployments, and client transitions.
Assist in developing and implementing succession planning and business continuity strategies for the Skills Development function to ensure organizational resilience and leadership readiness.
Bachelor’s degree in Computer Science, Information Technology, or a related field required. Minimum of five years of experience in software development, with a focus on full-stack development. Proficiency in programming languages such as Java, Python, or JavaScript is essential. Experience with frameworks like React, Angular, or Node.js is highly desirable. Strong problem-solving skills and the ability to work collaboratively in a team environment are crucial. Familiarity with Agile methodologies and cloud services (e.g., AWS, Azure) is a plus. Excellent communication skills for effectively conveying technical concepts to both technical and non-technical stakeholders are necessary.
A bachelor’s degree in Education, Business Administration, Organizational Development, or a related discipline is required.
With a minimum of five years of dedicated experience in learning and development within a call center or BPO setting, candidates should bring a proven track record of designing and implementing effective training programs tailored to operational needs.
Mandatory prior offshore training experience within a call center or BPO setting is required.
Proven expertise in developing and executing training programs within dynamic operational settings.
Requires proven leadership experience in managing and mentoring a team comprising a minimum of five trainers.
Possesses a comprehensive understanding of and proficiency in the essential knowledge, skills, and competencies required to excel in the role. Demonstrates strong analytical abilities, effective communication skills, and meticulous attention to detail. Exhibits adaptability, problem-solving capabilities, and a commitment to continuous learning and professional development. Familiarity with industry-specific tools, methodologies, and best practices is expected, along with the capacity to collaborate efficiently in team-based environments.
Possesses a comprehensive grasp of call center operations, customer service fundamentals, and performance management strategies.
Facilitated exceptional coaching, presentation, and communication abilities, along with outstanding skills in facilitation.
Proficient in assessing training requirements through comprehensive needs analysis and designing impactful learning solutions.
Analytical and reporting skills honed through experience, coupled with the capability to dissect performance data and extract meaningful insights.
Demonstrates strong proficiency in utilizing Microsoft Office applications, with a particular emphasis on Excel and PowerPoint.
Exceptional ability to manage stakeholders and cultivate meaningful professional relationships is essential.
Proven ability to lead teams effectively and inspire others toward achieving organizational objectives.
Qualified applicants are encouraged to submit their CVs via email to recruitmentke@isonxperiences.com, ensuring the position title is included in the subject line.
Qualifications
BA/BSc/HND
Experience Required
5 years
