Job Overview
We are looking for a skilled Training & Development Supervisor to implement industry-leading training programs for our company. As a training Lead supervisor, you will be required to assess current training and development systems, develop new training programs, implement measurement tools, and provide feedback.
To be successful as a training supervisor, you should be proficient in training methodologies and demonstrate superior teamwork abilities. Ultimately, a top-class training Lead supervisor who is able to quickly assess the needs of the company and design specialized training programs to enhance productivity.
Job Description
- Oversee training and development staff
- Assess employees’ needs for training
- Align training with the organization’s goals
- Create and manage training budgets
- Develop and implement training programs
- Review and select training materials.
- Update training programs to ensure that they are relevant
- Teach training methods and skills to instructors and supervisors
- Evaluate the effectiveness of training programs and instructors
Job Specifications
- Deliver Product Knowledge as outlined in the Campaigns Training Manual
- Deliver system Knowledge
- Deliver Process Knowledge, both internal and external
- Ensure trainees are provided with all tools / materials to successfully navigate training process, including: Stationary, Temporary Employee Cards, Printed Training content
- Conduct assessment and evaluation of new hires and existing agents through: Quizzes (all quizzes will be created and shared with Manager T&D or On Boarding Performance coordinator); Mock Calls (conducted by ops team); Live call assessment
- Ensure that the operations team is intimated and updated on the Mock call process, and timings one week in advance
- Liaison with the HR and Compliance team to have orientation conducted within the initial 3 days of training
- Conduct language assessment and share results with Recruitment team on the first day of training
- Establish all relevant credentials required by the new hire to function, including: Establishing Portal (BPO Suite) Credentials; Establishing email Credentials; Establishing log in credentials; Establishing any additional credentials required to manage calls (OETs, DFS Access)
- Ensure that all relevant internal and external processes are completed, and all requirements for the new hires to start taking live calls are fulfilled, including: Assigning on headsets; Assigning of skills (coordinated with WFM); PCI credentials need to be established, documented and shared with the PCI compliance coordinator
- Collect and compile feedback from the new hires on the training process
- Update attendance and attrition details with all relevant stakeholders on a daily basis
- Manage employee behavior and performance profile and share with future teams (A Bay)
- During Live call assessment phase of training, the following responsibilities would be added
- Intimate Training performance to all relevant stakeholders at Classroom Graduation and Final Graduation after live call assessment