SUPERVISOR, LEARNING at Qualfon · Georgetown

Overview

SUPERVISOR, TRAINING

Role: Supervisor, Training

Responsibilities

Job Summary

1. Development of Training Evaluation Tools and/or Documents

• Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tools, and other resource materials.
• Assists the Training Manager in establishing training KPIs.
• Monitors and advises on training management systems.
• Performs and publishes data and reports related to account performance against set indicators.

2. Staff Performance Monitoring and Development

• Initiates performance improvement schemes and enhances the skills of the training team through training, staff monitoring, coaching, and counseling.
• Reviews trainers' outputs to ensure data integrity.
• Manages staff attendance.
• Delegates training tasks.

3. Training Needs Identification

• Reviews and provides resolution to challenges encountered during training and nesting.
• Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices.
• Identifies best practices in developing and educating agents and coordinates with the Training Manager for consistent deployment.
• Develops a library for both technical and soft skills training modules and curricula.
• Manages appropriate resources to address training needs.

4. Training Logistics

• Ensures that training supervisors manage the distribution, use, and tracking of all training materials in the center.

5. Performance Report Generation

• Consolidates special skills and training reports and updates the Training Manager.
• Reviews post-training evaluations and coordinates with the team to resolve issues reflected in them.
• Submits all reports required by the Training Manager and Operations Manager in a timely manner.

6. Planning and Scheduling

• Develops a calendar detailing the type of training offered and delivered.
• Maintains a learning-conducive environment.
• Plans training activities through the utilization of a training calendar.
• Coordinates with other departments or business owners regarding trainings to be conducted and their matrices.

Qualifications

Qualifications

• College Graduate of any course.
• At least 2 to 4 years of management and training experience.

Other Skills and Experience

• Able to use company resources and technology in a cost-effective manner.
• Excellent in Microsoft Office.
• Able to collaborate with people to address issues.

Competencies

• Monitoring and Coordination
• Motivating People
• Data Management
• Training, Teaching & Instructing
• Program Management