Training Supervisor Job Opening

Responsibilities

• Oversee training and development of domestic and international Customer Care and Production Design teams, including but not limited to, new hire, product, policy, process, systems and soft skills.
• Supervise a team of Training & Development Specialists
• Identify and assess future and current training needs.
• Monitor and evaluate training programs/instructor effectiveness and performance
• Keep apprised of training trends, best practices, and the latest technology.

Key Skills and Experience

• Obsessed with improving the customer experience.
• Proven work experience as contact center training manager
• Track record in designing and executing successful training programs
• In-depth knowledge of traditional and modern training methods (mentoring, coaching, on-the-job, classroom, e-learning, workshops, simulations, etc.) and adult learning theory.
• Strong leadership and interpersonal skills.
• Ability to manage multiple projects and priorities with tight timelines and consistently deliver on projects.
• Critical thinking skills.
• Decision making skills.
• Excellent written and verbal communication skills.
• Organized, analytical, and detailed-oriented, while comfortable dealing with ambiguity and sudden change.
• Ability to thrive in a dynamic, fast-paced, environment where you must take on multiple responsibilities and do what it takes to get things done.
• Experience with Voice/Text analytics preferred.
• Working knowledge of Articulate and/or Captivate preferred
• 5+ years of training experience required
• 3+ years of people management preferred
• 5+ Year of contact center management in a customer care field preferred