Head of Recruitment & Training

At Quantrics we provide exceptional service to our customers through a highly skilled and motivated team. We are currently seeking a dynamic and strategic Head of Recruitment & Training to join our leadership team and drive our talent development and acquisition initiatives.

The Head of Recruitment & Training will be reporting directly to Quantrics President and will be a member of the Executive leadership team. He/She will be responsible to develop strong recruitment strategies for the high-volume customer experience roles within our 3 sites in Philippines. In addition, the Head of Recruitment and Training will lead the training team and ensure to deliver the classes on time as per business needs and reach quality and time to performance.

Recruitment:

• Manage operations of recruitment to ensure high volume demand from the business and from our customers is met week over week
• Ensure continuous improvement of the recruitment processes to improve time to hire, fill rate and all relevant recruitment metrics
• Coordinate with our clients for recruitment demands and capacity, understand clients needs and ensure strong relationship to find opportunities for business growth
• With the support of the marketing team, define recruitment campaigns and marketing strategies that will allow to deliver on hiring needs on time and quality
• Develop appropriate sourcing, testing and recruitment methodology and lead the selection process for external hiring
• Gather, analyse, and leverage competitive market intelligence data to inform recruitment strategies and metrics; deliver regular reporting on hiring status to senior leadership and provide proper action to deliver as per business needs
• Collaborate with Headquarter in Canada on the deployment of the new UKG ATS tool and ensure efficient processes

Training:

• Responsible for a large team of 80+ resources, from director levels to trainers, delivering training material to onboard up to 600 agents per month
• Ensure daily operations and coordination with the training team, Vice President Operations and our client to ensure Quantrics deliver on business expectations
• Identify continuous improvement opportunities and work with our client to improve time to performance and increase the quality of our agents
• Assess and manage the trainers’ resources to ensure business continuity and minimal operating cost and define proper approach to improve efficiency
• Provide visibility to Quantrics leadership team on the training team performance, creating ad hob report and business case

You will be a great fit on our team if you have…

• At least 5-8 years of experience in a similar role with a large scope of resources and exposure to senior leadership and clients
• Minimum of 5 years of experience leading high volume hiring teams
• Minimum of 2-3 years of experience in the field of training for customers experience roles
• Ability to prepare and present business case and business recommendation to executives’ leadership and clients
• Bachelor’s degree in a relevant field (HR, Operations, etc.)
• Track record of managing several sites across the country
• Proficiency in the English language (written and verbal)
• Strong leadership and coaching ability
• Ability to work on mid shift schedule and 3 days on site

If this role sounds interesting to you, please click apply. We’d love to hear from you!