DE034195-Business Interlock Senior Manager
Accenture · Taguig
Full-timehybridleadHRBPOContact CenterTrainingLearning and DevelopmentTaguig
รายละเอียดงาน / Description
Based in the Philippines, this leadership role oversees the end-to-end learning strategy for omnichannel customer service and contact center operations. The Senior Manager will align educational roadmaps with performance targets, client requirements, and emerging digital innovations like artificial intelligence. In addition to supervising trainers and coaches, the position focuses on boosting customer satisfaction and operational efficiency through effective capability development and governance.
หน้าที่ความรับผิดชอบ / Responsibilities
- Lead the comprehensive learning agenda across omnichannel contact center and customer service operations.
- Align training strategies and capability roadmaps with organizational goals, SLAs, and customer experience metrics.
- Oversee the end-to-end learning lifecycle, including onboarding, upskilling, certification, and compliance programs.
- Establish robust learning governance, quality calibration, and operational review mechanisms with key stakeholders.
- Drive AI-powered learning initiatives, digital tools, simulations, and automated agent-assist readiness.
- Manage trainer capacity, learning budgets, and direct reports to ensure continuous performance improvement.
คุณสมบัติ / Qualifications
- Minimum 12 years of professional experience in training and learning development.
- At least 10 years in a supervisory or team lead capacity.
- Demonstrated background in customer service, contact centers, and voice support environments.
- Exceptional communication and stakeholder management capabilities.
- Existing legal authorization to work in the country.
ทักษะที่ต้องการ / Required skills
- Training Management
- Contact Center Operations
- Customer Experience
- Learning Governance
- Training Needs Analysis
- Team Leadership
- Omnichannel Support
- Stakeholder Management
ทักษะเพิ่มเติม / Nice to have
- BPO Experience
- AI Integration
- Digital Learning Platforms
สวัสดิการ / Benefits
- Mid-shift project schedule
- Weekends off