The Training Supervisor is managing the Training to ensure the best customer experience is delivered. This role involves driving team performance to meet goals.
Responsibilities
- Lead the Training , and functions across assigned accounts/programs.
- Design and execute onboarding, refresher, upskilling, and leadership development programs.
- Drive quality frameworks, calibrations, audits, and performance improvement initiatives.
- Monitor client KPIs such as CSAT, QA, Productivity, AHT, FCR, and Compliance adherence.
- Build strong reporting dashboards and provide actionable business insights.
- Ensure full alignment with internal policies, client requirements, and regulatory standards.
- Lead and develop a team of trainers, QA specialists, and compliance staff.
- Partner with Operations, HR, WFM, and Clients to improve overall account performance.
- Own governance routines, including business reviews, RCA plans, and continuous improvement projects.
Requirements
- 12 months as a Training Supervisor.
- High level of fluency in German B2/C1
- Skills: Strong analytical, strategic thinking, and creative problem-solving skills. Experience in providing constructive criticism and implementing corrective action plans is also necessary.
- Excellent communication, empathy, problem-solving, and active listening skills.
- Ability to work in a dynamic, fast-paced environment and manage stressful situations with a calm and positive attitude.
