Learning & Development Manager

Swak BPO Corp. is one of the fastest-growing BPO centers in the Clark Freeport Zone. We pride ourselves on doing great work for our customers with professionalism, energy, and enthusiasm. Our work environment represents a culture of dedication, stability, and teamwork. As the business expands, we seek to hire a Learning & Development Manager to join our growing company.

Position Overview:

The Learning & Development Manager is responsible for leading the end-to-end learning strategy and execution for BPO operations across multiple sites in the Philippines. This role oversees onboarding training, leadership development, ongoing performance training, and instructional design to ensure employees develop the skills necessary to meet operational and clint performance expectations.

The Manager leads a team of Trainers, Leadership Development Facilitators, and Instructional Designers, ensuring the delivery of consistent, high-quality training programs that support employee readiness, speed-to-proficiency, and continuous capability development.

This role owns the learning lifecycle within operational deployments, including new hire onboarding, on-the-job training (OJT), nesting programs, and ramp-to-proficiency, ensuring training translates into measurable improvements in quality, productivity, client satisfaction, and employee retention.

Job Responsibilities:

I. Learning Strategy for BPO Operations

• Develop and implement the learning strategy supporting frontline operations and leadership development across Philippines delivery sites.
• Align learning programs with operational KPIs, client SLAs, quality standards, and compliance requirements.
• Partner with Operations, Quality Assurance, Workforce Management, HR, and Client Services to identify capability gaps and performance trends.
• Ensure training readiness for new client launches, process migrations, and operational scaling.

II. Ownership of the Learning Lifecycle

A. Design and manage the full learning journey from hire to production readiness, including:

• Oversee curriculum delivery and trainer readiness
• Ensure effective onboarding programs aligned to client processes and systems
• Implement knowledge assessments and readiness certification
• Manage structured transition from classroom training to live customer interactions
• Ensure appropriate trainer and SME support during early production exposure
• Oversee structured nesting periods with graduated performance expectations
• Implement coaching frameworks and additional support mechanisms
• Monitor early performance and quality indicators
• Track and analyze agent progression toward full production metrics
• Identify opportunities to reduce ramp time while maintaining quality
• Partner with Operations to improve workforce readiness and deployment success

III. Leadership Development Programs

Design and oversee leadership capability programs for frontline and mid-level leaders, including:

• Team Leader and Supervisor onboarding
• Coaching and feedback effectiveness
• Performance management and employee engagement
• Client communication and stakeholder management
• Change management and operational leadership
• Ensure leaders are equipped to reinforce training, coach performance gaps, and sustain operational improvements.

IV. Instructional Design & Content Development

Oversee the development, maintenance, and governance of training content across programs:

• New hire and onboarding curriculum
• Process and system training
• Client-specific knowledge
• Leadership development programs
• Compliance and regulatory training
• Ensure learning content incorporates adult learning principles and modern learning approaches such as blended learning, digital modules, and microlearning.
• Maintain version control and ensure alignment with evolving client requirements and operational processes.

V. Learning Reinforcement & Knowledge Sustainment

Implement structured reinforcement strategies to drive knowledge retention and behavioral adoption, including:

• Post-training reinforcement programs
• Knowledge refreshers and ongoing skill development
• Coaching frameworks for operational leaders
• QA calibration sessions and feedback loops
• Skill certification and recertification programs
• Ensure learning reinforcement is integrated into operational management routines.

VI. Training Effectiveness & Performance Analytics

Develop and monitor learning performance metrics including:

• Training completion rates
• Speed-to-proficiency
• Nesting success rates
• Post-training quality performance
• Productivity metrics (AHT, utilization, throughput)
• Early tenure attrition (0–90 days)
• Learner engagement metrics
• Provide regular reporting and insights to operations leadership and executive stakeholders to support continuous improvement.

VII. Client & Operational Partnership

Collaborate closely with Operations and Client Services leadership to:

• Support workforce readiness for new program launches and ramp initiatives
• Ensure training aligns with contractual service requirements
• Provide insight into workforce capability and ramp performance
• Participate in client governance discussions related to training performance and workforce readiness

VIII. Team Leadership & Development

Lead and develop a high-performing learning team including:

• Onboarding Trainers
• Leadership Development Facilitators
• Instructional Designers
• Training Coordinators (if applicable)
• Responsibilities include:
• Workforce planning for training demand
• Trainer performance management and coaching
• Facilitator certification and development
• Ensuring consistent training delivery across sites

Job Requirements:

• Bachelor's degree in Business Administration, Human Resources, Organizational Development, Education, or related field required.
• 7+ years of experience in Learning & Development within a BPO, shared services, or contact center environment
• 3+ years of leadership experience managing training teams
• Experience supporting multi-client and multi-site operations
• Experience with onboarding programs, ramp management, and leadership development
• Experience working with international clients (U.S., APAC, or EMEA) preferred
• Strong understanding of BPO operational metrics (AHT, SLA, QA, CSAT, Utilization)
• Workforce ramp and deployment planning
• Instructional design principles and learning technologies
• Data-driven decision making
• Leadership development and coaching
• Change management
• Stakeholder and client relationship management
• Continuous improvement and innovation mindset

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be an on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga. Apply now!