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