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Training Supervisor
2 months ago
As a key member of the Porter Airlines team, this supervisory role is responsible for overseeing new-hire training, instructional design, and team member upskilling in the Contact Centre. The primary objective is to ensure effective onboarding, continuous skill development, and sustained quality performance of Contact Centre team members.
Key Responsibilities- Lead a small team of trainers responsible for training and instructional design, coaching, and developing a remote team of trainers to enhance facilitation skills and foster a culture of continuous improvement.
- Create customer-centric and employee-centric training materials, develop and improve new hire training metrics, and manage and update all coaching and training content to ensure alignment with the latest information and company standards.
- Oversee the design and delivery of refresher training for the Contact Centre, ensuring ongoing skill enhancement and quality assurance.
- Accountable for the end-to-end life cycle of new hire training, implementing a phased approach to training, including new hire coaching, new hire OJT, and upskilling of new hires.
- Deliver training personally to demonstrate best practices, ensure new hires graduate training with the best possible chances of success, and conduct training evaluations and performance reviews to ensure consistency.
A Bachelor's Degree or 1-3 years of supervising and leading a successful team of trainers in a structured professional virtual setting in a Contact Centre 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, and 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, and goal-oriented self-starter with the ability to flex to changing business needs and priorities.
