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Love's Travel Stops: Contact Center Training Supervisor

  • 22 Jul 2022 11:54 AM
    Message # 12857689
    Madi Dyer (Administrator)

    BASIC PURPOSE: The Contact Training Center Supervisor is primarily responsible for:

    Training Leads and Associates: oversight of the Training Lead/Associates team; setting and monitoring expectations; providing guidance and feedback that results in maximum performance; continual development of classroom facilitation, training competencies, and leader skillsets for the training team members.

    Training Curriculum: identifying current and future training needs within departments; creation, development, coordination, delivery, and updating of Contact Center training content to incorporate newest techniques and information including but not limited to - training courses, e-learning, gamification, quick reference guides, outlines, forms spreadsheets, any other media supports for learning, and emerging technology.

    Training Initiatives and Schedule: collaborate with Training Manager to coordinate training initiatives; maintain staffing, training calendar, syllabus, agenda, and materials; oversight of daily training activities, video schedules, etc; ensure all media and systems operate at top level and that needs are addressed promptly.

    Conduct Training:  will conduct training as needed for demonstration purposes or to address staffing needs.  Demonstrate a thorough understanding of the training process as well as the ability to moderate large groups.

    MAJOR RESPONSIBILITIES:

    ·       Observe training sessions for associate development and training effectiveness

    ·       Execute the attendance policy by being the point of contact for call-ins by agents during training

    ·       Manage time off requests and attendance tracker

    ·       Conduct disciplinary meetings with the approval of the Training Manager

    ·       Administer knowledge checks to gauge what trainees have learned and where additionally coaching is needed

    ·       Provide coaching and guidance throughout training

    ·       Work with the Customer Service and/or QA team to identify post training opportunities for improvement

    o i.e. phone etiquette, proper use of tools, process, etc.

    ·       Ensure that all new systems and procedures are communicated to the Customer Service Team in a timely manner

    o Or through training or documentation as necessary

    ·       Organize, lead, and/or participate in necessary meetings pertaining to new training requests

    ·       Handle in-bound calls when necessary, to maintain skill level and knowledge base, and to also identify needs

    ·       Other duties as assigned

    EDUCATION AND EXPERIENCE:

    ·       Education:

    §   HS Diploma or equivalent required

    §   Bachelor’s degree strongly preferred

    ·       Experience:

    ·   3+ years of classroom and large group training experience

    ·   Leadership skills and ability to motivate and inspire a team toward a common goal

    ·   Previous experience in directly managing associates and subordinates

    ·   Problem solving and employee relations capabilities

    ·   Training and education content creation experience

    ·   Working in a team-oriented, collaborative call center environment

    ·   Strategic thinking ability

    ·   Excellent verbal and written communication skills

    ·   Graphic and creative design

    ·   Time management skills

    ·   Strong PC and LMS skills, Microsoft Office Suite, Access, SharePoint, Customer Service Software, LMS systems

    §   Salesforce experience and knowledge

    ·       Typical Physical Demands:

    §  Requires prolonged sitting, some bending and stooping

    §  Occasional lifting up to 25 pounds

    §  Manual dexterity sufficient to operate a computer keyboard and calculator

    §  Requires normal range of hearing and vision


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