Deputy Manager - Process Training

TL;DR

Deputy Manager - Process Training: Leading and mentoring the Communication, Cultural, and Soft Skills (CCT) training team for BPO accounts with an accent on improving business metrics like CSAT, NPS, and CES. Focus on driving strategic training initiatives, instructional design, and operational excellence across multiple locations.

Location: Onsite in Quezon City, Philippines (15th & 16th Floor Exxa Towers, Bridgetowne).

Company

hirify.global is a global Business Process Management (BPM) leader providing operational excellence and domain expertise to over 400 global clients across various industry verticals.

What you will do

• Lead and mentor the CCT training team, ensuring high-quality facilitation and performance.
• Drive strategic initiatives to improve key business metrics including CSAT, NPS, and CES.
• Provide real-time support and consultancy to operations teams for process and quality improvements.
• Manage multiple teams across different locations, tracking KPIs and providing actionable feedback.
• Standardize training processes by creating and maintaining SOPs across the CIS vertical.
• Analyze training data to suggest measures for revenue generation and functional efficiency.

Requirements

• Must be based in or able to work onsite in Quezon City, Philippines.
• Prior experience in Communication, Cultural, and Soft Skills training within the BPO industry.
• Proven leadership experience in managing training teams and strategic projects.
• Highly proficient in English.
• Strong project management, analytical, and organizational skills.
• Working knowledge of hiring tools, CEFR scale, and pre-process training methodologies.

Nice to have

• Knowledge of Articulate, Vyond, and Adobe Suite for e-learning content creation.
• Experience with various instructional design methodologies.

Culture & Benefits

• Commitment to professional development, coaching, and structured career paths.
• Culture based on CIRCLE values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.
• Opportunities to contribute to community impact through the hirify.global Cares Foundation.
• Access to a wide variety of industry-leading employee benefits.