We are seeking a highly motivated individual to fill this pivotal position, where you will play a critical role in driving our team’s success and contributing to our organizational growth. The ideal candidate will possess a proven track record of [specific skills/qualifications], along with the ability to [key responsibility], ensuring seamless operations and innovative solutions. Responsibilities include [list key responsibilities], while demonstrating exceptional problem-solving capabilities and a commitment to excellence. Applicants must meet the following requirements: [list requirements], in addition to [any additional qualifications]. This role offers a unique opportunity to make a meaningful impact in a dynamic and collaborative environment.
Son Experiences Ltd is searching for a proactive and seasoned Assistant Manager – Skills Development to oversee learning and development programs in our call center. The position entails overseeing the strategic design, execution, assessment, and ongoing enhancement of training initiatives aimed at boosting employee productivity, fostering operational excellence, and fulfilling client requirements.
The ideal candidate will spearhead the cultivation of customer service talent, ensuring robust training programs that drive measurable effectiveness. This role will also facilitate seamless onboarding for new hires while championing innovative learning strategies to advance organizational goals across all departments.
Oversee and execute all core duties encompassing the role, including managing daily operations and ensuring alignment with organizational objectives. Facilitate team collaboration and communication to achieve departmental targets while maintaining high standards of productivity and efficiency. Develop and implement strategic initiatives to enhance performance, streamline processes, and drive continuous improvement across all functions. Monitor progress through regular assessments, reporting outcomes to senior leadership, and proposing data-driven solutions to address challenges. Foster a culture of accountability, innovation, and professional development within the team to support long-term success.
Evaluate the effectiveness, consistency, and quality of learning and development programs through ongoing monitoring and assessment.
Evaluate and measure the performance of new employees throughout and following their training, delivering actionable insights to facilitate their transition during the onboarding phase.
Design, develop, and execute recurring training modules focused on PKT and professional upskilling to enhance workforce competencies and performance standards.
Collaborate with Quality Assurance and Operations teams to assess employee performance and determine areas where additional training may be beneficial.
Perform comprehensive training needs analyses to pinpoint performance trends, skill deficiencies, and strategic learning and development opportunities, thereby enhancing employee competencies and operational efficiency.
Engage in client calibration sessions to guarantee that the training programs meet specified client requirements and expectations.
Develop, revise, and manage the rollout of thorough training programs tailored to meet the precise specifications of each client.
Conduct training initiatives for new process rollouts, system implementations, and client transitions to ensure seamless adoption and proficiency across teams.
Support the development and implementation of succession planning strategies and business continuity plans within the Skills Development function.
We are seeking candidates with a strong educational background and relevant professional experience in the specified field. Applicants should hold a minimum of a bachelor’s degree, with preference given to those holding advanced degrees or professional certifications. Proven experience in a related role is essential, along with demonstrated expertise in key responsibilities outlined for the position. Additionally, familiarity with industry-standard tools, software, or methodologies is highly desirable. Strong analytical, communication, and problem-solving skills are required to effectively fulfill the duties of this role.
A bachelor’s degree in Education, Business Administration, Organizational Development, or a related discipline is required.
A proven track record of at least five years in learning and development, specifically within a call center or BPO setting, is required.
At least one year of hands-on offshore training in a call center or BPO setting is a non-negotiable requirement for this role.
Proven expertise in developing and implementing training programs within dynamic operational settings.
Requires demonstrated leadership in managing a team of no fewer than five trainers.
Seeking a candidate with a robust foundation in relevant expertise, proven technical abilities, and key professional competencies to excel in this role. The ideal individual will demonstrate proficiency in [specific skills or areas], along with strong analytical, problem-solving, and communication capabilities. They must exhibit a commitment to continuous learning and adaptability in dynamic environments. Additionally, the position requires experience in [specific industry or function], ensuring alignment with organizational goals and operational demands.
Demonstrates a robust knowledge of call center workflows, customer service methodologies, and performance evaluation strategies.
Skilled in facilitating discussions, providing professional coaching, delivering compelling presentations, and maintaining clear communication.
Proficient in performing training needs assessments and designing impactful learning solutions.
Demonstrates exceptional analytical and reporting abilities, with a proven capacity to interpret performance data effectively.
Strong competency in Microsoft Office Suite, with a focus on advanced skills in Excel and PowerPoint, is required.
Demonstrated expertise in managing stakeholders and cultivating robust professional relationships.
Proven ability to lead teams or initiatives effectively.
Qualified and enthusiastic applicants are encouraged to submit their CV via email to recruitmentke@isonxperiences.com, with the job title clearly indicated in the subject line.
Qualifications
BA/BSc/HND
Experience Required
5 years
