We are seeking a highly motivated and skilled professional to fill this critical position, which requires a blend of expertise, adaptability, and strong interpersonal skills. The ideal candidate must demonstrate proficiency in [specific skills or tools relevant to the role], along with a proven track record of successfully managing [key responsibilities or projects]. Key qualifications include [required qualifications, e.g., degrees, certifications, or years of experience], while familiarity with [industry-specific knowledge or methodologies] is preferred. This role involves collaborating closely with cross-functional teams to drive [specific goals or outcomes], ensuring alignment with organizational objectives. Responsibilities encompass [key tasks], with a strong emphasis on maintaining high standards of [quality, efficiency, or other critical aspects]. The successful applicant will thrive in a dynamic environment, contributing innovative solutions while upholding the company’s commitment to [core values or mission].
Son Experiences Ltd is looking for a dynamic and seasoned Assistant Manager – Skills Development to spearhead learning and development efforts across our call center network. The successful candidate will oversee the strategic design, execution, assessment, and ongoing enhancement of training initiatives, driving employee performance, fostering operational excellence, and aligning with client demands.
The ideal candidate will assume a pivotal position in cultivating customer service talent, enhancing training impact, fostering new hire integration, and executing strategic learning programs throughout the organization.
Oversee a range of critical tasks, including implementing strategic initiatives to enhance operational efficiency, leading cross-functional teams to achieve project milestones, and ensuring strict adherence to company policies and industry regulations. Serve as a primary point of contact for stakeholders, addressing inquiries, resolving conflicts, and facilitating clear communication to maintain alignment between departments. Develop and monitor performance metrics to evaluate team productivity, identify areas for improvement, and implement corrective measures as needed. Collaborate with senior leadership to align departmental goals with organizational objectives and contribute to long-term business growth strategies. Maintain accurate records, prepare detailed reports, and present findings to executives to support data-driven decision-making processes. Foster a culture of accountability, professionalism, and continuous improvement within the team.
Oversee the assessment and evaluation of learning and development initiatives to ensure their effectiveness, consistency, and high-quality execution.
Evaluate new hire performance both during and after training, then generate actionable insights to guide them effectively through the onboarding process. Conduct regular assessments to identify strengths and areas for improvement, ensuring a smooth integration into the team while fostering their professional development during the initial immersion period.
Design, develop, and execute ongoing PKT and upskilling training programs to enhance employee competencies and ensure alignment with organizational objectives.
Collaborate with Quality Assurance and Operations teams to assess employee performance and pinpoint areas where refresher training may be beneficial.
Perform training needs assessments by evaluating performance patterns, identifying skill deficiencies, and designing learning and development programs to enhance employee competencies and operational efficiency.
Participate in client calibration sessions to ensure training programs align with client requirements and expectations.
Develop, revise, and manage the execution of all-inclusive training modules tailored to meet precise client specifications.
Conduct training sessions to facilitate new process rollouts, system implementations, and client transitions.
Collaborate on succession planning and business continuity efforts to strengthen the Skills Development function.
Bachelor’s degree in computer science, engineering, or a related field required, with a minimum of five years of hands-on experience in software development. Proficiency in programming languages such as Java, Python, or C++ is essential, along with expertise in database management and system architecture. Candidates must demonstrate strong problem-solving skills, attention to detail, and the ability to work both independently and collaboratively in a fast-paced environment. Prior experience with Agile methodologies and version control systems is highly preferred. Excellent communication abilities are necessary to convey technical concepts to non-technical stakeholders effectively.
A bachelor’s degree in Education, Business Administration, Organizational Development, or a closely related discipline is required.
With a minimum of five years of dedicated experience in learning and development within a call center or BPO setting.
Mandatory prior offshore training experience within a call center or business process outsourcing (BPO) environment is required.
Seasoned professional with a proven track record in designing and implementing training programs within dynamic operational settings.
Requires proven leadership experience managing a team of no fewer than five trainers.
We seek a candidate with a strong foundation in relevant expertise, proven abilities, and key strengths aligned with the role’s demands. Essential requirements include a minimum of [X] years of experience in [specific field or industry], along with proficiency in [specific tools, software, or methodologies]. The ideal applicant will demonstrate exceptional analytical, communication, and problem-solving skills, ensuring seamless collaboration across teams. Responsibilities encompass [list key tasks or duties], while adhering to industry standards and organizational objectives. Additionally, familiarity with [specific regulations, frameworks, or best practices] is highly advantageous.
Possesses a comprehensive grasp of call center functionalities, customer service methodologies, and performance evaluation strategies.
Proven ability to facilitate, coach, mentor, and deliver compelling presentations with exceptional clarity and impact. Demonstrates strong interpersonal and communication skills to engage diverse audiences effectively.
Proficient in performing comprehensive training needs assessments and designing impactful learning solutions.
Proven capability to analyze and interpret performance data, coupled with strong reporting skills.
Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
Effective at cultivating and maintaining productive stakeholder relationships, ensuring alignment and collaboration across diverse groups to drive project success.
Demonstrated ability to lead and guide teams effectively, foster collaboration, and drive initiatives towards successful outcomes, with a proven track record of motivating and inspiring colleagues to achieve organizational goals.
Qualified applicants are encouraged to submit their CVs via email to recruitmentke@isonxperiences.com, with the job title clearly indicated in the subject line.
Qualifications
BA/BSc/HND
Experience Required
5 years
