Supervisor, Training and Quality

Concentrix; Manila; On-site; PHP 450,000 - 650,000; Full time

Job summary

Concentrix Manila is seeking a Supervisor, Training who will assist in analysis, scheduling and implementation of classroom training and transactional monitoring across client programs to ensure high-quality workforce readiness.

You will supervise Evaluators and Trainers, coordinate calibration and certifications, drive process improvements with stakeholders, and lead action plans to meet client goals and performance metrics. Occasional travel may be required.

Qualifications

• 2-4 years related experience or experience in a Contact Center environment.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications.
• Ability to mentor, coach and lead a team.
• Self-starter with a sense of urgency and ability to work under pressure.
• Willingness to travel occasionally.

Responsibilities

• Develop a department of well-trained professionals and drive continuous improvement.
• Drive initiatives to improve training and quality support by evaluating processes.
• Evaluate trainer consistency through observation and metrics.
• Create and maintain training schedules.
• Collaborate with stakeholders to implement improvement action plans.
• Conduct coaching sessions to drive performance.
• Oversee audits of training and quality processes across accounts.
• Administer certifications and training processes per requirements.
• Coordinate calibration sessions and participate in monitoring as needed.
• Lead training and quality task forces with cross-functional partners.
• Analyze training and quality performance to identify trends and root causes and drive corrective actions.

Skills

People leadership

Coaching & development

Strong communication

Team motivation

Tools

Microsoft Office

Job description

The Supervisor, Training and Supervisor is responsible for assisting with the analysis, scheduling and implementation of all classroom training and Transactional Monitoring in support of assigned client programs to ensure superior workforce preparation. They will support Transactional Monitoring clients with multiple programs or lines of businesses which can be across multiple sites/geos. This includes supervising the Evaluators and Trainers who support their assigned portfolio. This position cultivates client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department.

Essential Functions/Core Responsibilities

• Develop a department of well-trained, competent professionals who continuously improve the organization and themselves
• Drive initiatives to improve the quality of Training and Quality support provided at Concentrix by evaluating and improving internal processes
• Evaluate consistency and accuracy among trainers through observation and analysis of class evaluations
• Create and maintain consultant training schedule
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Conduct Coaching and Development sessions with team members to drive continuous improvement.
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key Training and Quality support processes within each account and recommends changes
• Administration of applicable certification and training processes for staff up to and including internal and client requirements
• Ensure effective facilitation and coordination of calibration sessions; attend calibration or monitoring sessions as appropriate
• Lead Training and Quality task forces / action plans with Business stakeholders (Operations, Client, Account Management, and Resource Unit partners)
• Conducts analysis on Training and Quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans

Candidate Profile

• 2-4 years related experience or experience in Contact Center environment
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
• Strong attention to detail
• Ability to work a flexible schedule
• Occasional travel

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.