Training Supervisor

Key Responsibilities:

• Training Strategy & Planning:

1. Develop the training roadmap for new hires and existing agents aligned with business needs.
2. Plan training schedules, capacity, and trainer workload.
3. Ensure training programs support chat-specific KPIs.

• Leadership & Team Management:

1. Supervise and coach trainers, ensuring they follow standards and deliver consistently.
2. Monitor trainer performance and provide continuous development.

• Quality & Compliance Oversight:

1. Ensure training content meets client expectations, quality standards, and compliance rules.
2. Audit training delivery and materials to ensure structure, and processes are correctly taught.

• Training Performance & Outcomes:

1. Track training effectiveness through trainee performance data (tests, simulations, QA scores).
2. Analyze trends and ensure training reduces errors and improves chat handling KPIs.

• Stakeholder Management:

1. Work closely with Operations, QA, and WFM to align on business needs, performance gaps, and upcoming training demands.
2. Participate in client calls, audits, and calibration sessions representing the training function.
3. Communicate training risks, challenges, and improvement plans to management.

Qualifications:

• Proven experience as a Training Supervisor, or similar role.
• English Level B1+.
• Strong presentation, communication, and interpersonal skills.
• Ability to simplify complex concepts and adapt to different learning styles.
• Experience with learning management systems (LMS) and other training tools.
• Strong organizational and time-management skills.
• Problem-solving skills and the ability to think critically to address training challenges.
• Ability to work independently and as part of a team.