**ABOUT XTENDOPS**
XtendOps combines leading-edge cloud-based technologies with a world-class managed workforce solution. We’re a modern offshoring entity, built around amazing people and innovative digital solutions. Agile and adaptable we quickly react to ever-changing client needs. We work hand in hand with our clients to design a customized outsourcing strategy to suit their needs and optimize their success. Our focus isn’t simply on supporting the business, but to improve operations, customer experience & expand our clients’ bottom line.
**JOB OVERVIEW**
Training Supervisor is responsible for the daily management of the reporting systems and the support of the Trainers and Training Manager. The primary role is to ensure that reports and trainer observations are completed to meet or exceed the standards set forth by XtendOps and the client. This role is required to complete Train-The-Trainer new-hire training and certification courses prior to the start of the first Agent/Representative new-hire training class within their respective site. Success is measured by training throughput, 90-day retention/KPI performance and Training NPS Survey results.
**RESPONSABILITIES**
- Ensure trainers are focused solely on the delivery of training (delivery, co-training, observing, training preparation, and training coaching
- Set the example for what "Best in Class" training facilitation, content, and workshop development
- Develop and grow a team of Frontline Trainers (virtual and onsite)
- Maintain a high success rate of successful training graduates as demonstrated by high ratings on new hire evaluations and KPI performance
- Audit use of Standard Operating procedures to ensure organizational success
- Execute and validate trainer readiness, delivery, and training tools implementation
- Conduct proficiency evaluations and certify trainees for the programs to which they are assigned
- Understanding of contact center ramps and peaks. Ability to flex needed skills and priorities to meet a fast paced environment.
- Utilization of adult learning principles to build and iterate upon New Hire, Upskill and Ongoing training needs
- Accountable for ensuring Trainers are completing all appropriate pre-season preparation and course work as defined by client training organization
- Responsible for training adherence to curriculum, attendance to client sponsored training meetings, coordination of training related tasks, and training tracking for all client training procedures and reporting
- Provide accurate reporting and records regarding training performance and day over day needs
- Ensure team completes all payroll tasks daily and accurately
- Work with Training Managers to identify implementation needs for standard operating procedures, Trainer development, day to day tasks
- May be required to facilitate classes as needed
**KEY COMPETENCIES**
- Ability to collaborate
- Competence and experience in managing complex deliveries of multiple stakeholders
- Someone who is detail-oriented and has a sense of urgency in closing out deliverables in a timely manner
- Someone who is used to working in a fast-paced environment.
- Ability to create client-specific learning and development interventions or solutions
- Ability to design solutions of different learning and development strategies and products
- Highly trainable and can work independently
- Someone with good communication skills (written and spoken)
**SKILLS**
- Proficient in MS Office capabilities
- Strong interpersonal skills with high level of professionalism and integrity
- Demonstrates strong communication, presentation and facilitation skills
- Has strong analytical skills, reporting, problem solving and attention to detail
- Leadership, project management, and research background is an Advantage
**QUALIFICATIONS**
- A minimum of one year instructing in an adult learning environment preferably in the contact center, customer service or related industry.
- A minimum of one year in supervisory role-preferable training or operations
- Virtual online experience is a plus
- Ability to build rapport in an online virtual environment and In person classes
- Excellent oral and written communication skills at all levels of the organization.
- Ability to understand Standard Operating Procedures and when to ask for guidance
- Ability to adapt and implement changes on the fly
- Outgoing personality
- Experience in developing and onboarding trainers in virtual or brick and mortar environment
- Demonstrated presentation and facilitation skills
- Ability to multitask and deliver deadlines and results in a fast-paced environment
- Experience in leading multiple simultaneous new hire classes
- Proven success in training throughput and 90-day KPI proficiency
- Understanding of training and financial impacts with attrition
- Schedule Flexibility. Training classes are AM and PM and could include weekends
Tipo de puesto: Tiempo completo
Salario: $27,000.00 - $30,000.00 al mes
📌 Training Supervisor Call Center
🏢 XtendOps
📍 Guadalajara