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Supervisor, Training and Development
2 months ago
Reporting to the Manager, Contact Centre, this supervisory role is accountable for overseeing new-hire training, instructional design, and team member upskilling. The primary objective is to ensure the effective onboarding, continuous skill development, and sustained quality performance of Contact Centre team members.
Key Responsibilities- Team Management: Lead a small team (4-7 members) responsible for training and instructional design. Coach and develop a remote team of trainers to enhance facilitation skills and foster a culture of continuous improvement.
- Training Development: Create customer-centric and employee-centric materials. Develop and improve new hire training metrics. Manage and update all coaching and training content, ensuring alignment with the latest information and company standards.
- New Hire Training: Accountable for the end-to-end life cycle of new hire training. Implement a phased approach to training, including new hire coaching, new hire OJT, and upskilling of new hires.
- Quality Assurance: Analyze learner performance trends and identify best practices and areas for improvement. Conduct calibration sessions with trainers and new hires to ensure alignment and comprehension of quality guidelines.
- Strategic Contribution: Play a pivotal role in realizing Porter's long-term strategic vision by cultivating expertise in Contact Centre processes.
- Participate in continuous improvement initiatives.
- Contribute to recruitment efforts.
- Coordinate onboarding activities with cross-functional partners to ensure a positive onboarding experience.
- Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
- Teamwork: Working collaboratively with others to achieve organizational goals.
- Passenger/Customer Service: Providing service excellence to internal and/or external customers.
- Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
- Results Focus: Focusing efforts on achieving high-quality results consistent with the organization's standards.
- Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Bachelor's Degree, or 1-3 years supervising and leading a successful team of trainers in a structured professional virtual setting in a contact center environment. 3-5 years of Training and Development experience in a structured virtual training environment facilitating, designing, and coordinating corporate training courses.
Demonstrated understanding of adult learning, learning evaluation, and instructional design methodologies. Strong analytical and problem-solving skills. Proven oral and written communication skills. Proven experience with coordinating and tracking organizational training through a Learning Management System, and creating reporting using learning analytics.
Ability to manage multiple projects with exceptional organizational skills. Working knowledge of change management and communications strategies. Goal-oriented self-starter and able to flex to changing business needs and priorities.
