Training Supervisor

**Training Supervisor**

**SUMMARY**

The Training Supervisor for Contact Center Operations is the key training business partner responsible for assisting the Director of Training with the overall responsibility of driving all Contact Center employee training efforts. This includes the selection, onboarding and development of new Trainers and Training Facilitators; curriculum management and development; and analysis of training needs. In the absence of the Director of Training, the Training Supervisor becomes the Training Point of Contact.

The Training Supervisor remains responsible for delivery, documentation and reporting of training in a single Avantive Solutions Contact Center. This position is responsible for delivering all new hire training for each Customer Engagement Associate (CEA) during their initial onboarding; providing support during new hire training and in production by providing coaching and feedback; conducting role play and focus groups and providing/presenting other learning activities to develop skills and knowledge. This position may also be called upon to perform as a CEA and may take or make sales calls, mentor other CEA’s and modeling live call behaviors and skills.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**

**Selection Process and Development of Training Staff**
- Participates in selection process of new Training staff members.
- Assists with onboarding of new Training staff members.
- Provides feedback/development to Training staff members.
- Provides support to existing Trainers and Training Facilitators when needed.
- Performs classroom observations of Trainers to include documentation and feedback delivery.
- Administers disciplinary action when needed to Training staff members.
**Curriculum Management and Development**
- Assists with needs assessment, design, development, delivery and evaluation of new hire training for employees using a variety of learning methods.
- Assists with determining appropriate measurements to evaluate training, including but not limited to written assessments, questionnaires, simulations, observations, performance checklist and demonstrations.
- Assists with script verbiage.
**Training Point of Contact**
- Works closely with management staff in each operations unit and other Senior Operations leaders.
- Serves as Training POC within the single contact center in absence of Director of Training.
**Delivery, Documentation, Reporting of Training in a Single Contact Center**
- Accurately deliver training curriculum using approved materials, administration of all required learning assessments, role play certifications and training acknowledgements
- Document and report training class and participant information, time and payroll information, and insure paperwork is accurate, complete and on time, and maintained in a secure manner until transferred to the appropriate person for filing or transfer at the end of each training day.
- Communicate daily with immediate supervisor verbally and or in writing the status of training activities performed. (Training, Nesting, Coaching, Live calling)
- Monitor performance of new CEA’s and give feedback to enhance their performance.
- Effectively coach and develop CEA’s to achieve sales, quality, and customer service goals.
- Effectively communicates with supervisors and QA to assist in coaching CEA’s.
- Perform live calls as assigned, with high degree of quality and meet sales and customer service goals and targets.
- Assists in conducting training needs assessments associated with the introduction of new products or services.
- Self
- improvement through continuing education, independent study, formal development and observations to continue to develop and improve training and facilitation skills.
- Creates and maintains a dynamic and positive learning environment.
- Is knowledgeable of and ensures compliance with Training Policy and Procedures contained in Avantive Solutions procedures.
- Periodically reviews all training materials, and communicates needs for any curriculum updates or revisions.
- Accurately completes and delivers to the appropriate source(s) training documentation and reports, personnel and payroll reports, and personal time and activity reports as directed.
- Responsible to maintain equipment, materials, supplies, order and cleanliness or training room, and communicate appropriately regarding any needs for repair or replacement.
- Participates in weekly Training calls and meetings, participates in planning, and communicates any changes in scheduled activities with Supervisor.
- Other Duties As Assigned
**KEY COMPETENCIES**
- Ability to create and develop strong adult educators and learners
- Strong interpersonal relation skills, specifically a willingness to assist others
- Ability to think creatively and maintain a proactive, open mindset
- Prioritizes while taking a positive approach to challenging issues
- Balances multiple projects in a deadline driven environment
- Attention to detai