Service Delivery Optimization and Training Manager at SupportNinja – Taguig, NCR

What does a day in the life of a Service Delivery Optimization and Training Manager like?

• Deliver comprehensive skill enhancement training and coaching for employees within the service delivery organization
• Conduct Training Needs Analysis
• Develop a best in class training program for service delivery associates and managers with a focus on client satisfaction and employee development
• Design and expand training and development programs within the service delivery framework based on employee, leadership, and client feedback
• Provide training and refresher training for operations associates, team leads, team managers, and service delivery managers
• Deliver product, technical training and refresher training
• Deliver competency based training including soft skills, quality, and other behavioral based training that will improve the overall customer experience
• Provide training and refresher training to service delivery leaders with a focus on effective coaching, leadership, and client success
• Attend new hire training to observe current state and make recommendations to improve associate and new leader onboarding experience
• Attend all service delivery leadership meetings to stay updated with emerging issues and other problem statements that can be solved by effective training and refresher training initiatives
• Work with the Global Learning organization to develop a comprehensive and consistent training program for Team Managers and Service Delivery Manager
• Prepares training content with scenarios and exercises geared to audience needs; creates an engaging training environment that promotes learning and successful knowledge transfer
• Tracks and analyzes the effectiveness of training programs by reviewing job performance, NPS, Churn and other relevant success metrics
• Develop a rigid and comprehensive training schedule alongside the rest of the Global
• Learning Organization for service delivery associates and management team throughout their employee journey
• Collect and distribute course materials and learning resources
• Serve as a point of contact for all questions about training schedules and curriculums within service delivery
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Service Delivery Optimization and Training Manager?

• 3+ years experience in customer service, preferably with onboarding and training activities
• Prior customer service leadership experience highly preferred
• Proven ability to work as an individual contributor while delivering tangible results for service delivery and HR leaders
• Experience facilitating presentations with internal and external audiences
• Exceptional communication and presentation skills, with the ability to engage and motivate learners and business leaders
• In-depth understanding of customer service principles, soft skills training, coaching techniques, and adult learning principles
• Proficiency in designing and delivering effective training materials using a variety of methods and tools
• Analytical mindset with the ability to use data to assess training effectiveness and make informed decisions
• Collaborative and adaptable, able to work with diverse teams and adjust feedback-based strategies.
• Experience defining program requirements and using data and metrics to determine improvements
• Must be willing to work a hybrid setup at The Hideout, Clark, Pampanga/The Foundry, BGC, Taguig/The Sanctum, SM North EDSA, Quezon City offices.

Ninja Perks and Benefits
Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?