Training Supervisor
Intelcia -
Cairo, EgyptPosted 5 years ago88Applicants for1 open position
- 47Viewed
- 3In Consideration
- 28Not Selected
Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- The Training Supervisor is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation.
- They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/goes.
- This includes supervising the Evaluators and Trainers who support their assigned portfolio. Responsible for the overall setup of the training and the company LMS.
Your responsibilities will be declined as follow :
- Develop Training content and training material for our internal projects and internal staff.
- Supervise all training's occurrence on the company internal LMS
- Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
- Drive initiatives to improve the quality of Training and Quality support provided at Digital Works by evaluating and improving internal processes
- Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
- Create and maintain a consultant training schedule
- Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on the execution of improvement action plans
- Conduct Coaching and Development sessions with team members to drive continuous improvement.
- Oversee audits of key Training and Quality support processes within each account and recommends changes
- Administration of applicable certification and training processes for staff up to and including internal and client requirements
- Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
- Lead Training and Quality task forces/action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
- Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
Job Requirements
- Mastering LMS techniques and standard rules.
- Experience managing a Training or/and Quality team within the contact center industry
- Mastering two languages at least beside mother language.
- English language - B2 level at a minimum
- First language proficiency should be as C1
- Bachelor’s degree preferred
- Strong communication skills, both written and verbal
- Proficient in Microsoft Office
- Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverables
- Ability to mentor, coach and provide direction to a team of employees
- Self-starter, sense of urgency, and works well under pressure
- Ability to foster a sense of professionalism and relationship building for self and team
- Strong attention to detail
- Occasional travel
