Voice & Accent Training Team Lead/Assistant Manager (Travel)

About the Role

We are looking for an experienced Assistant Manager for Voice & Accent Training who will be responsible for strengthening communication excellence across voice, chat, and email processes in a fast-paced travel account. This role involves managing and coaching a team while ensuring consistent delivery of high-quality communication training programs.

Key Responsibilities

• Drive and enhance spoken and written English communication across multiple channels: voice, chat, and email.
• Facilitate New Hire Training focused on customer service, communication skills, and cultural alignment for pre-process batches.
• Conduct Training Needs Identification (TNI) and Training Needs Analysis (TNA) through NPS/CSAT and floor interventions to tailor training content.
• Ensure timely and quality delivery of coaching and learner support through floor interactions and quality analysis.
• Lead and develop the Voice & Accent and communication cultural soft skills training team.
• Collaborate with operations to provide floor support and address communication-related performance gaps.

Qualifications

• Must be amenable to work onsite at the Bridgetowne site.
• Must be willing to work on shifting schedules.
• Strong English proficiency — both spoken and written.
• Proven experience in Voice & Accent Training and Communication Cultural Soft Skills (facilitation + team leadership experience required).
• Background supporting travel accounts preferred (not mandatory).

Perks

• Career growth in a leadership role
• Opportunity to shape communication excellence in a leading BPO account

Job Types: Full-time, Permanent

Pay: Php35,000.00 - Php45,000.00 per month

Benefits:

• Health insurance

Application Question(s):

• Are you willing to work onsite in Bridgetowne on a shifting schedule? (Yes/No)
• How much are your salary expectations?

Experience:

• Training Needs Analysis (TNA)Training Needs Analysis (TNA): 2 years (Required)
• Leadership: 1 year (Required)
• Voice & Accent Training: 2 years (Required)
• Training Needs Identification (TNI): 2 years (Required)

Work Location: In person