Service Delivery Optimization and Training Manager

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. As a Ninja, you are guaranteed a culture dedicated to our core values : Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy. This is a hybrid setup role at The Hideout, Clark, Pampanga / The Foundry, BGC, Taguig / The Sanctum, SM North EDSA, Quezon City. The Service Delivery Optimization and Training Manager will be responsible for delivering product, technical, and competency training to associates and managers within the Service Delivery Operations. This position will also become a subject matter expert in Service Delivery and act as a liaison between Service Delivery Operations and the Global Learning organization.

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?

Core Competencies :

Ninja Perks and Benefits