SUPERVISOR, TRAINING
at Qualfon

Date Posted: 8/17/2019

Job Description

Job Summary

Main objectives and duties:

1. Development of training evaluation tools and/or documents

  • Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tool and other resource materials
  • Assists the training manager in establishing training KPI
  • Monitors and advises on training management system
  • Performs and publishes data and reports related to account performance against set indicators

2. Staff Performance Monitoring and Development

  • Initiates performance improvement schemes and enhances the skill of training team by conducting trainings, staff monitoring, coaching and counseling.
  • Reviews t trainers’ output to ensure data integrity
  • Manages staff attendance
  • Delegates training tasks.

3. Training Needs Identification

  • Reviews and provides resolution on challenges encountered during training and nesting
  • Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices 
  • Identifies best practices in developing and educating agents and coordinates with the training manager for the consistent deployment of best practices
  • Develops a library for both technical and soft skills training modules and curriculums
  • Manages appropriate resources to address training needs

4. Training Logistics

  • Ensures that training supervisors manages the distribution, use and tracking of all training materials in the center.

5. Performance Report Generation

  • Consolidate special skills and training reports and updates the training manager
  • Reviews post training evaluations and coordinates with the team to resolve all issues reflected in them.
  • Submits all reports that may be required by the training manager and operations manager in a timely manner

6. Planning and Scheduling

  • Develops a calendar that details the type of training offered and delivered
  • Maintains a place that is conducive to learning
  • Plans ahead the trainings through the utilization of training calendar
  • Coordinates with other department or business owners for the trainings to be conducted and its matrix
Area of expertise (Skills)

College Graduate of any course with at least 2-4 years management and training experience

Other Skills and Experiences (Min)
  • Able to use company resources/technology in a cost-effective manner
  • Excellent in MS Office 
  • Able to use company resources/technology in a cost-effective manner
  • Able to collaborate with people to address  issues
Education

Job Snapshot

  • Employee Type: Full-Time
  • Location: Orangeburg, SC
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 8/17/2019

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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