Training Supervisor

Job Description

Develop and execute a forward-thinking training and development strategy that supports organizational objectives and addresses skill gaps across departments.
Lead a team of training specialists, providing mentorship, guidance, and performance management to ensure high-quality training delivery.
Lead the design, implementation, and evaluation of training programs, ensuring they are impactful, engaging, and tailored to diverse learning styles.
Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics, making continuous improvements as needed
Promote a culture of continuous improvement by facilitating workshops, seminars, and other learning opportunities that encourage knowledge sharing.
Monitor, track and report on new hire and tenured agent performance and provide recommendations on continued improvements as needed
Stay abreast of industry trends and best practices in training and development to ensure training programs remain competitive and relevant.
Design and curate engaging training materials and resources, leveraging modern instructional design techniques and technologies.
Facilitate and observe training sessions, ensuring a positive and impactful learning experience for participants.
Collaborate with department leaders and subject matter experts to identify training needs and tailor programs to address specific skill gaps and development opportunities.
Conduct needs assessments to identify skill gaps and recommend appropriate training solutions

Qualifications

5+ years of experience in training and development in the business process outsourcing space, with a proven track record of designing and implementing successful training programs
Proven track record of designing and implementing successful training programs that drive employee performance and engagement.
Strong knowledge of adult learning principles and instructional design methodologies.
Exceptional communication and interpersonal skills, with the ability to present ideas clearly and inspire others, building relationships at all levels of the organization
Strong leadership capabilities, fostering collaboration and building trust among team members.
Proactive and results-oriented, with a commitment to achieving organizational goals.
Focused and adaptable, with a strong ability to manage multiple priorities and deadlines
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other training software
Familiarity with e-learning development tools (e.g., Articulate, Captivate, Vyond, etc.)
Experience in data analysis to assess training effectiveness and impact
Commitment to fostering an inclusive and supportive workplace culture
Willing to work onsite and on shifting schedules and holidays