We are seeking a highly motivated professional to join our team in the capacity of [Job Title]. In this position, you will be responsible for [key responsibility or function #1], ensuring compliance with [specific standard or guideline]. Additionally, you will collaborate with cross-functional teams to [key responsibility or function #2], driving efficiency and innovation. The ideal candidate will possess [required skill or qualification #1], [required skill or qualification #2], and [required skill or qualification #3], along with [years] of relevant experience in [industry or field]. Proficiency in [specific tool, software, or language] is essential, and strong [soft skill] abilities are highly valued. This role offers the opportunity to contribute to [specific project, initiative, or company goal], making a meaningful impact in a dynamic environment.
Son Experiences Ltd is actively recruiting a dynamic and seasoned Assistant Manager – Skills Development to spearhead learning and development strategies across our call center operations. The incumbent will be tasked with overseeing the meticulous design, execution, assessment, and ongoing enhancement of training programs, thereby elevating employee performance, fostering operational excellence, and aligning with client requirements.
The ideal candidate will be instrumental in cultivating customer service talent, enhancing training impact, fostering the success of new employees, and executing strategic learning programs throughout the organization.
Oversee and execute a comprehensive range of duties encompassing strategic planning, operational management, and cross-functional collaboration to drive organizational success. Lead initiatives that enhance productivity, streamline processes, and ensure adherence to established policies and guidelines. Serve as a pivotal liaison between departments, fostering alignment and communication to achieve shared objectives. Monitor performance metrics, identify areas for improvement, and implement corrective actions to optimize efficiency and effectiveness. Provide mentorship and guidance to team members, cultivating a culture of accountability, innovation, and continuous growth.
Monitor and assess the efficacy, consistency, and caliber of learning and development initiatives to ensure they meet established standards and objectives.
Evaluate and compare the progress of newly hired employees both during and after the onboarding process, then deliver actionable insights to facilitate their successful transition into their roles.
Design, develop, and execute ongoing PKT and upskilling training programs to ensure continuous professional development.
Collaborate with Quality Assurance and Operations teams to assess staff performance and pinpoint areas requiring refresher training.
Perform training needs assessments by evaluating performance trends, identifying skill deficiencies, and developing learning and development programs to enhance employee competencies and overall operational efficiency.
Join client calibration sessions to confirm that training programs meet specified client needs and expectations.
Develop, revise, and manage the rollout of tailored training modules in accordance with precise client specifications.
Conduct training sessions to facilitate new process rollouts, system implementations, and client transitions.
Deliver strategic support for succession planning and business continuity efforts within the Skills Development function.
Bachelor’s degree in a relevant field, such as Computer Science, Engineering, or Mathematics, is required for this role. Applicants must possess a minimum of three years of professional experience in a similar position, along with demonstrated expertise in project management and team leadership. Proficiency in industry-standard software and tools is essential, and familiarity with relevant regulatory frameworks is highly advantageous. Strong problem-solving abilities and excellent communication skills are also necessary to excel in this position.
A bachelor’s degree in Education, Business Administration, Organizational Development, or an equivalent field is required.
With a minimum of five years of hands-on experience in learning and development within a call center or BPO setting, candidates should demonstrate a proven track record in designing, implementing, and refining training programs tailored to operational needs.
Professional offshore training within a call center or BPO setting is an essential prerequisite for this role.
Proven track record in developing and implementing training programs within dynamic operational settings.
A minimum of five years of experience in leading a team comprising no fewer than five trainers is required.
Demonstrates proficiency in relevant technical and functional areas, including a deep understanding of industry standards and best practices, with the ability to apply this expertise to drive operational efficiency and innovation. Exhibits strong analytical and problem-solving skills, enabling effective decision-making and strategic planning in dynamic environments. Possesses excellent communication and interpersonal abilities to collaborate across teams, stakeholders, and leadership, fostering alignment and shared goals. Maintains adaptability and continuous learning to stay current with evolving technologies, methodologies, and market trends. Ensures adherence to compliance, quality, and safety protocols while delivering measurable results and contributing to organizational success.
Individuals should possess a solid grasp of call center operations, customer service fundamentals, and performance management methodologies.
Proven ability to expertly facilitate discussions, coach teams effectively, deliver compelling presentations, and convey information with clarity through strong communication skills.
Conducting thorough training needs analyses and designing impactful learning interventions are essential competencies for this role.
Requires excellent analytical abilities and expertise in preparing detailed reports, coupled with the capacity to derive meaningful insights from performance metrics.
Demonstrated expertise in utilizing Microsoft Office applications, with a strong emphasis on Excel and PowerPoint.
Exceptional ability to cultivate and maintain productive stakeholder relationships, ensuring alignment and collaboration across diverse groups.
Proven ability to lead teams and drive initiatives effectively, fostering collaboration and guiding team members toward shared objectives.
Interested and eligible candidates are encouraged to submit their CV to recruitmentke@isonxperiences.com, with the position clearly indicated in the subject line of the email.
Qualifications
BA/BSc/HND
Experience Required
5 years
