Training Supervisor

Startek is seeking an experienced Training Supervisor to provide leadership guidance and oversee the Training Department.

 Job Description

• Sets and monitors team and team member qualitative and quantitative performance expectations and manages performance results.
• Supervises, coaches, develops Trainers through providing timely, constructive, and actionable feedback.
• Ensures all Training functions at site level are being completed efficiently and accurately.
• Ability to accurately self-assess performance and those of direct reports against the STARTEK performance standards.
• Demonstrates competence in interviewing and selecting talent based on functional expertise and cultural fit. All aspects of supervision of Training call center team including hiring, termination, coaching and development to ensure accountability and effectiveness of team.
• Trains Training team so that team members have the appropriate level of skills and knowledge to ensure the team is performing efficiently and effectively.
• Schedules Training team to ensure full coverage in order to meet business needs.
• Ensure policies and procedures are accurately maintained and kept current.
• Establishes and maintains effective working relationships with all direct reports, business partners and customers.
• Engages with team members across the organization and call center operations to communicate and ensure alignment of Training strategy with Enterprise strategy and enhance understanding of strategy beyond own functional area.
• Quantifies and communicates progress toward goals (both Training related and overall agent performance against desired behaviors that drive business results) to own team, site leadership and all other stakeholders,
• Promotes cross-functional teamwork and collaboration and seeks opportunity to apply personal and team skills to solve business problems.
• Oversees and/or performs call center training activities.
• Provides feedback to Training leadership and Site Director on results.
• Prepares training reports for internal and external customers.
• Assist in the design and development of other learning interventions in collaboration with the training manager, maintaining warehouse (documentation) on best practices on learning interventions.
• Interprets Training Needs Analysis (TNA) results in statistical and qualitative measurements, identifies gaps, prepares reports and presents results.
• Prepares and defines training objective, topics, course outlines, and methodology and participates in preparing strategic business plan.
• Prepares Instructor’s Guide, slide presentations and participant manual.
• Prepares and implements training evaluation plans to measure effectiveness of training.
• Performs training administrative functions, document changes in training designs, maintain data base of training program participants, schedule classrooms and order and maintain training supplies.

Job Requirements

• Fluent in verbal and written English.
• Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.

Job Specifications*

• Attitude/ Behavioral Competencies
• Business Orientation
• Differential Thinking
• Systems Thinking
• Strategic Perspective and Execution
• Leadership
• Change Management
• Interpersonal Skills
• Customer Focus

Skills/ Functional Competencies

• Client/ Customer Management
• Process Improvement & Problem Solving
• Profitability/ Account Farming

Knowledge (Qualifications and Experience)

• Qualification: Associate degree or equivalent qualification. 
• Experience: Minimum of 5 years of relevant experience in BPO industry.  1 year of supervisory training experience.