Wf Transition Supervisor

Contactpoint 360: Wf Transition Supervisor Job Description

**Job Summary:**
We are seeking a highly skilled and detail-oriented Wf Transition Supervisor to join our team at Contactpoint 360. This role is responsible for ensuring a smooth transition of new hires from training to operations, focusing on their well-being, satisfaction, and development.

**Key Responsibilities:**
- **New Hire Support**: Join new hire training classes to observe knowledge delivery, trainer-new hire interaction, and identify areas for improvement.
- **Proactive Approach**: Demonstrate a proactive attitude towards opportunities for innovation and growth.
- **Anomaly Reporting**: Provide visibility to stakeholders about any anomalies or schedule changes during the first 30 days of the new hire journey.
- **Stage Delivery**: Promote and incentivize effective delivery of each stage (training, nesting & operations) with a focus on new hire satisfaction and minimizing negative experiences.
- **Process Improvement**: Suggest schedule and process changes through regular channels, escalating to the Operations Manager as needed.
- **Client Consultations**: Coordinate client consultation sessions during the training period and staff team introductions.
- **Trainer Briefings**: Complete handout sessions with trainers two business days before the class enters the nesting stage.
- **Development Audit**: Ensure new hires receive development during nesting, delivered by assigned resources, and audit session content for appropriateness.
- **Recommendations**: Provide recommendations to nesting resources on coaching sessions, approach, and tools based on floor observations.
- **Live Assisted Sessions**: Ensure completion of live assisted sessions, including one in the first nesting week by nesting resources and one in the second nesting week by the QA team.
- **Retention and Removal**: Raise red flags to direct reports, attempt retention, and pass over to SOM or Training Manager if unsuccessful. Transition Supervisors can only proceed with removal after approval from either SOM or Training Manager.
- **GTKY and Coaching Sessions**: Audit completion of at least one GTKY session and one coaching session for all new hires, requesting data from the Operations Manager and checking Nexus.
- **Developmental Sessions**: Work with supervisors during operations to suggest content and approach for developmental sessions.
- **Time Management**: Manage time effectively to complete deliverables within shifts.
- **Stakeholder Oversight**: Oversee successful transitions by stakeholders, particularly during the nesting period.
- Weekly Business Review: Hold a weekly review between operations and training to provide visibility and updates on each stage.

**Requirements:**
- **Minimum 5 Months Tenure**: Must have a minimum of 5 months' tenure within Contactpoint 360.
- **Attainment and Quality Averages**: Achieve an 85% attainment average and 80% quality average in the last 3 months.
- **Operations Interview**: Pass the operations interview.
- Full Availability**: Available to work a 48-hour schedule, 6 days a week.

**Estimated Salary Range**: $60,000 - $80,000 per annum, depending on location and experience.

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