Training & Development Supervisor, Contact Center - Remote

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The Training & Development Supervisor is responsible for managing all training and quality assurance activities within the Contact Center, including a virtual new hire training. Their role is key to the employee experience, including onboarding new hires, facilitating ongoing training and development, and coaching associates to their full potential. Additionally, the Training & Development Supervisor supports all areas of the operation by collaborating with the leadership team on key initiatives.

Duties and Responsibilities

• Collaborate with the Process Improvement team to create and deliver training for new technology and Contact Center processes.
• Coordinate with vendors and internal development teams to ensure the quality of products and timely delivery.
• Oversee monthly quality assurance audits by delegating workload, ensuring timely completion and coaching, and spot-checking audit scoring to ensure alignment.
• Participate in the design, development, testing, and implementation of new training material.
• Provide regular feedback to leadership team regarding new hire training progress.
• Create and deliver ongoing training courses to increase Contact Center Associates’ understanding of challenging products or processes.
• Other duties as assigned.
• Support the Knowledge Database through feedback, as well as written content.
• Manage weekly training and quality assurance workload, while collaborating with leadership team to ensure programs are executed effectively.
• Facilitate effective virtual training for new hires using a variety of delivery methods to increase engagement and retention.
• Lead quality assurance calibrations with a focus on the overall customer experience.
• Continually evaluate training progress, procedures, and surveys to gauge course effectiveness and update curriculum as needed.
• Demonstrate leadership presence in a virtual classroom, setting expectations up front, and addressing any issues with trainees in a one-on-one setting. Escalate unresolved issues to leadership in a timely manner.
• Assist in auditing associate call/email performance as needed.
• Coordinate onboarding activities with cross-functional partners (i.e., IT tickets, welcome emails, equipment receipt, and first day system setup) to ensure a positive onboarding experience.
• Evaluate delivery of training programs and provide coaching to develop trainer facilitation skills.
• Demonstrate effective presentation, group facilitation, and adult learning techniques in program delivery.

Scope (Required)

• Workspace Requirements
• Decision making – Yes
• Travel – 5%
• Each Contact Center Associate is required to have a space within their home to create a desk setup that is conducive to remote work. Additionally, an internet speed of 1GB or greater is required (HFT supports all Contact Center Associates with a monthly Internet Allowance to offset cost of maintaining 1GB speed).
• Staff supervision and development – Yes
• Location – Remote

Requirements :

Education (Required)

• Bachelor’s Degree in Business, Education, Communications, or related field or equivalent work experience

Skills (Required)

• Training design/creation skills
• Strong knowledge of Microsoft O365
• Training facilitation
• Understanding of adult learning principles

Skills (Preferred / Desired)

• Experience with eLearning development software
• Knowledge of virtual training best practices

Experience (Required)

• 5+ years’ experience in a supervisory role
• 5+ years’ experience in training facilitation, learning & development, or related field

Additional Qualifications (behavioral traits, certifications, etc.)

• Motivating Others – Creates a climate in which people want to do their best. Motivates and inspires direct reports and teams. Makes each individual feel their work is important.
• Drive for Results – Uses data to set priorities and translates goals into action plans. Consistently pushes self and others for results; eliminates roadblocks. Is quick to act based on changing business needs.
• Managing and Measuring Work – Ensures effective time management and contributions to workload for self and others. Sets clear and measurable objectives. Monitors process, progress and results and provides effective coaching.
• Developing Direct Reports & Others – Constructs compelling development plans and executes them. Provides challenging and stretching tasks and assignments. Provides coaching and direction to direct and indirect reports.
• Managerial Courage – Does not hold back what needs to be said and is not afraid to take action. Provides on time, direct, complete, and actionable positive and corrective feedback to others.
• Customer Focus – Role models delivering an exceptional customer experience every time. Uses good judgment and acts with teams and customers in mind. Understands and teaches how operational execution directly affects the customer experience. Establishes and maintains positive interactions with customers, peers, and associates through respectful and effective communication.

The anticipated salary range for this position is $72,400 – $108,600 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan. Associates will accrue paid time off up to 200 hours per year (inclusive of PTO, floating holidays, and paid holidays). Paid sick time up to 80 hours per year unless otherwise required by law.