Learning and Performance Program Manager
Lipa, Calabarzon, PH
7h ago

Our Focus

TeleTech is helpingorganizations transform the customer experience.

The world has changed.Disruptive technologies, social media, demanding customers, and aninterconnected global economy have altered the face of business forever.

Tocompete, companies need to be smarter, faster, and more agile. They need theability to deliver seamless, effortless experiences for their customers whileproviding strong returns to their shareholders.

To navigate this complicatedand uncharted new world, brands need a partner with experience. TeleTech helpsthe best companies on the planet reinvent their businesses to drive competitivedifferentiation through customer engagement.

We hire only highperforming, highly qualified and passionate people to help us to buildexceptional customer experiences.

What It Means to Be in Customer StrategyServices (CSS) at TeleTech

The strategy servicesdivision at TeleTech understands the need to operationalize transformation andstrategy and that success for a client is tied to measurable results not justa PPT slideshow.

CSS is a full cycle, solution providing, delivery focused, getdown and dirty approach to solving our client’s most pressing customerchallenges.

Our client companies come to us because they have uniquebusiness problems and they are looking for a true partner solution.

The brands that lead incustomer engagement all have a commitment to culture that goes far below thesurface. Each of these organizations has a systematic approach totraining, rewarding and continuously reinforcing their focus on the customerthat permeates everything they do.

The Learning and Performance practice bringstogether its customer-centric methodology with innovative learning andorganizational techniques to provide clients with the strategy, curriculum,training, coaching, social collaboration, knowledge management and technologyneeded to build a company that consistently delights the customer and theemployee while delivering value to the enterprise.

We partner with ourclients to bring people, process and technology together to turn one-offtactics into an operational program embedded with long-term strategies andgoals.

The Project / Program Managersupports customer engagements within TeleTech’s our Learning and Performancepractice. Our Project Manager will be responsible for all projectmanagement functions from content and collaboration perspective associated withClient Launches / Client Ramp-up activities and associated deliverables.

You willpartner with clients regarding training resources / processes and will serve asliaison with our clients, ensuring communication related to project milestones,soliciting contribution from matrix resources and collaborating with other stakeholders / resourcesas needed to effectively drive projects to successful outcomes.

Maintaining HighStandards

We are looking for aProject / Program Manager to embrace our integrated set of Custom Development, Learningand Performance launch team capabilities and provideproject management support for the delivery of transformative learningsolutions to our clients.

What the Role ReallyDoes

  • Client Interaction Serve as primary liaison, proactively identifying risks and identifyingsolutions to challenges related to the delivery of solutions.
  • Partner withexternal clients and internal product owners to position learning and knowledgemanagement related solutions.

    Builds strong relationships with stakeholderswithin TeleTech and with client partners. Prepare and present recommendationsand plans to client decision makers.

  • Project Planning Workingwith client partner, corporate and local learning & performance teams on projectplans. Partnering with internal and external stakeholders to ensure that setgoals and timelines can be met.
  • Works with key stakeholders to analyze all needs,and follows through for successful management and implementation of programsand initiatives.

  • Key stakeholders includesales and operations executives, client sales partners, Learning &Development groups, and client decision makers.
  • ProjectOversight Work cross-functionality within TeleTech and with external vendorsto solicit support necessary to ensure project success.
  • FinancialOversight Plan and manage financials and budged expenses, (includes but isnot limited to completion of purchase orders, tracking of employee hours, andapproving financial reimbursement requests).
  • ProjectFollow Up / Control - Ensures compliance with learning and performanceprocesses / systems executed during launch / ramp;
  • aides in compiling anddistributing requested data.

  • Design resourcing Working with the client project manager to assign resources to design workincluding analysis, timeline, ramp plan, and the creation of the curriculumschedule.
  • Additionally, design and implement strategy to optimize learning and knowledgein support of meeting and exceeding operational and internal goals and metrics.

  • ManageCustom Development launch resources including hiring, on boarding, training,coaching, development, compliance, and resource allocation.
  • Reportingand Metrics - Develop weekly reporting on all programs assigned and completeworkflow trackers. Create, build and distribute custom analytics and reportsbased on goals and metrics.
  • Report on successes and lessons learned from CustomDevelopment learning and performance launches.

  • Standardization Assures alignment with TeleTech’s and client processes, tools, and templates.
  • Collaboratingwith internal stakeholders to validate solutions align with business needs andexpectations.
  • What We're Looking for

    TRUST, Passion,Integrity. Those are just some of the attributes valued atTeleTech. Of course, there are some other requirements too. Theseinclude :

    Prefer3-5 years experience in operations and / or learning fields

  • BA / BSor equivalent experience
  • Abilityto create client-centric solutions
  • Trackrecord in personal history of interacting with operational and sales leadershipat senior level
  • Practicalapplication of social media activity and knowledge management technologies andpractices
  • Abilityto design solutions incorporating a variety of learning products
  • Provencompetence and experience in managing complex projects with multiplestakeholder, across multiple regions and multiple cultural environments
  • Abilityto work with virtual groups
  • Outstandingcommunication and interpersonal skills
  • Excellentpresentation development and proposal writing skills
  • Strongproblem solving, solution and strategic thinking
  • Peoplemanagement abilities
  • Projectmanagement experience
  • LI-IG1

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