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Globe Telecom · 4 months ago

Training and Operations Support Lead

24F The Globe Tower

Full-time

Onsite

Mid Level

Globe Telecom is dedicated to creating a wonderful world for its people and business. They are seeking a Training and Operations Support Lead to develop and implement training strategies, manage training programs, and ensure compliance with company policies while monitoring performance and continuous improvement.

InternetMobileTelecommunications

Comp. & Benefits

Responsibilities

Deliver technical and customer service training

Run pop-up reinforcements for SVs/CFS i.e. BITES Express

Manage toolkits and job aids i.e. BITES

Track daily NPS loopbacks and performance metrics

Other CFS Ops needs i.e. CFS uniforms

Develop and implement training strategies aligned with broadband business objectives

Analyze training needs across broadband operations, including sales, support, and field teams. (Training Needs Analysis)

Design, plan, and manage the execution of training programs (onboarding, upskilling, product updates, tools, and systems)

Lead trainers of GSP in so far as DOLE 176 will allow, ensuring high-quality program delivery

Collaborate with Product, Marketing, Technical, and Customer Experience teams to ensure content accuracy and relevance

Create and update training materials, manuals, e-learning modules, and assessment tools

Facilitate in-person and virtual training sessions for new hires and CFS existing staff

Implement train-the-trainer programs as needed

Track training effectiveness through post-training assessments, feedback surveys, and performance metrics (e.g., First Time Right, NPS, Repeat Repair and other success rates)

Identify gaps in knowledge or performance and initiate targeted interventions

Continuously improve training processes based on learner feedback, operational data, and evolving business needs

Work closely with operations leaders and QA to align training with business goals and performance standards

Provide regular reports and insights on training ROI and employee development to leadership

Ensure all training programs adhere to company policies, data privacy laws, and industry standards

Support audits and internal reviews by maintaining accurate and up-to-date training records

Qualification

Training Strategy DevelopmentTraining Needs AnalysisPerformance MonitoringContent DevelopmentStakeholder EngagementCompliance KnowledgeCustomer Service Training

Required