Summary
The Learning Delivery Supervisor, under the direction of the Learning Delivery Manager, leads and is responsible for the performance of a team of Training Specialists.The Learning Delivery Supervisor will assist the Manager in departmental hiring, and supervise, coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development. Prepare and administer annual performance appraisals. The position requires organizational developmental skills to lead a large team to deliver and evaluate complex and flexible curricula to domestic locations.
Duties and Responsibilities
Leadership, Communication, Strategic and Business Management
Lead the L&D/Training team with providing direction, developing the team and removing obstacles that may inhibit their success of all initiatives.
Cultivate a communications network among training teams to provide a forum for problem solving and best practice sharing.
Support department management as required.
Responsible for staying current on new L&D philosophies and methodologies.
Identify process breakdowns by performing root cause analysis, and to implement solutions that deliver upon customer concern resolution requirements.
Works on special projects as assigned by Management and delivers resolution on any Percepta or Client priority requests.
Facilitates team meetings and utilizes all available resources (Learning Management System Reports (i.e., Percepta College), QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to drive performance and customer satisfaction.
Promotes and fosters a continuous improvement culture within the organization and communicates new process and policy changes quickly and efficiently in a fast-paced environment.
Coordinate all facets of training delivery for multiple programs.
Department Coordination
Assist Manager with management of the Training functions at the site, including the implementation and ongoing administration of processes.
Responsible for Training reporting – the tracking of report date and the production of reports to meet stakeholder needs. (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).
Develop, recommend and implement strategies to meet Operations training objectives.
Create, coordinate and facilitate performance improvement initiatives, such as workshops, focus groups, job aides and recurrent training.
Identify training and quality needs in partnership with Manager, Program Managers and Business Owners.
Deliver coach-backs and mentor Trainers to improve performance.
Promote and foster a continuous improvement culture within the organization.
Personnel Development and Staff Management
Develop and monitor performance standards and measurements of L&D/Training Team.
Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.
Plan and implement strategic learning objectives for self-development.
Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
Observe and evaluate employees to ensure that classroom management, product knowledge, presentation and professionalism are maintained while facilitating presentations.
Partner with HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures.
Experience
3-5 years supervisory experience in managing customer service representatives or team members within a Training department
Knowledge of and practical application of Adult Learning Theory
Minimum five years of training contact center experience preferred
Training in process improvement or Six Sigma methodology preferred
Possess a sound understanding of positive coaching techniques
Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices
Ability to design solutions incorporating a variety of learning products
Ability to work with virtual groups
Familiar with call center basics and the technology involved
Some experience in Sales or Customer Service experience a plus
Skills
Possess a high degree of professionalism
Excellent communication, oral, and written skills
Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development
Proficiency in MS Office applications
Analytical skills to uncover root cause and develop improvement initiatives
Ability to create a supportive and conducive adult learning environment
Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics
Demonstrated decision making skills in high impact environments
Strong project management skills
Excellent time management skills
Must be detail oriented
Knowledge of call center business and/or experience, desired
Background in training/teaching and/or adult learning
Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations
Ability to prioritize activities in a fast-paced and dynamic environment
Excellent team facilitation and coordination skills with the ability to foster a team spirit
Ability to work effectively in a team oriented, high demand and fast paced environment
Customer focused behavior
Leadership, conflict and negotiation skills
Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development
Other
Proven ability to manage multiple, concurrent programs
Uses diplomacy and discretion in communication
Ability to maintain confidentiality and ability to handle sensitive material
Translates complications into practical solutions
Mobility: willing to travel to sites as needed
