Training Supervisor

At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.  

Do you have a strong command of and understanding of Leading People, Operations Functions and Operational Execution?   Are you one that AIMS HIGHER. REACHES FARTHER to achieve your targets? Can you ACT BOLD. BE PASSIONATE with a problem-solving mindset?  Can you BE ONE. HELP MANY in a way that provides a positive experience. Do you want to BE DIFFERENT. BE YOU and LEARN MORE. TAKE ACTION? 

JOIN OUR TEAM TODAY!

Overview of Role/Job Purpose:

The Training Supervisor is responsible for programs and initiatives that drive improvement in the effectiveness of training.  The Training Supervisor has responsibilities internally, within the enterprise, and to the client(s) across multiple accounts.  This is a line management position with direct reports consisting of Trainers that are responsible for training development and delivery across the account. 
 

Essential Functions:

• Ensures the training strategy provides for comprehensive induction and accreditation of all staff working on the contract(s), in line with client, legislative and regulatory requirements.
• Delivers the calendar of training events as set and agreed by the Service Excellence and Operational Directors, including technical and soft skills, regulatory compliance, management development, and business specific materials.
• Where required, interfaces with representatives from the client organization to support knowledge transfer and agree materials and accreditation processes.
• Conducts needs analysis and proactively identifies emerging requirements, ensuring these are reflected in training and development plans via agreement with the client and operational managers.
• Identifies and recommends updates to current training content and/or develops new content for BAU learning in conjunction with client and operational needs. 
• Ensures closed loop with the Quality and Performance Management teams.
• Manages the design and launch process of content which ensures products align with Vertex branding and are of high quality
• Evaluates new training content prior to and post launch to ensure the outcomes are meeting intended business requirements.
• Monitors the quality of training delivered through the team via observations, review of evaluations and coaching, feedback and development.
• Proactively updates knowledge of L&D best practices, improves client experience and increases effectiveness of the contribution of the team
• Develops and manages relationships with operational managers and key stakeholders

Required Education and Experience:

• A strong understanding of contact center training programs
• MOST IMPORTANT: Exemplary training development and delivery skills
• Minimum of three year documented successful experience in a leadership position
• MOST IMPORTANT: Excellent verbal and written communication skills
• MOST IMPORTANT: Strong analytical skills.
• High level skills in the use of productivity tools including Microsoft Excel; Vizio; PowerPoint; Word, Outlook and specialized monitoring and evaluation tools.
• Post secondary education in an appropriate field at the Bachelor's level is strongly preferred. Minimum requirement education requirement is high school diploma.
   

BENEFITS & PERKS:

• Competitive base salary
• Paid Training
• HMO Coverage
• Paid vacation, sick leave, and holiday time off
• Great work environment with state-of-the-art facilities

Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers' experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to Corporate.Security@continuumgbl.com