Exhibitor Services Training Supervisor

FREEMAN; Texas; Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company is seeking a Training Coordinator to oversee Exhibitor Services (ES) training, including new hire and refresher programs. This role collaborates with ES leadership to align training with evolving processes and company standards, delivering materials and tools that drive performance across the ES team.

The ideal candidate has 2+ years in customer service or call center roles and 1+ year in leadership, with a track record of coaching new employees.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• 2+ years of customer service or call center experience.
• 1+ years of leadership or supervisory experience.
• Experience coaching new employees preferred.

Responsibilities

• Design and refine training for Exhibitor Services (ES) processes.
• Research ES trends and align training with business needs.
• Create and maintain all training materials, tools and resources.
• Develop metrics to evaluate customer service during and after training.
• Collaborate with Freeman training groups to implement cross-training.
• Deliver new employee, refresher, and cross-training to ES employees.
• Support ES leadership with other training initiatives.

Education

Bachelor's degree preferred

High School Diploma or equivalent

Tools

Coaching

Job description

About Us

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry's largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

Oversees the Exhibitor Services (ES) process and service training, including new employee training, refresher/recurrent training on new or updated processes, and maintaining standard operating procedures (SOP). Collaborates with ES leadership to develop and deliver training guidance as part of the ES training program. Partners other Freeman departments to support Freeman training initiatives and ensure ES alignment with Freeman training expectations.

This position will support the Customer Experience team and eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be based out of any of the following locations:

• Dallas, TX
• Las Vegas, NV
• Orlando, FL
• Nashville, TN
• Atlanta, GA

Essential Duties & Responsibilities

• Responsible for designing and refining all training for Exhibitor Services (ES) processes and partnering with ES leaders to deliver training to new and current ES employees.
• Researches current processes and trends in ES and aligns training to meet changing business needs and communicates with ES leadership on training updates and opportunities.
• Creates, maintains and documents all training materials, tools and resources.
• Creates methodology, tools and tracking to evaluate customer service performance during the training period and provides tools and resources for leaders and employees to continue to evaluate and improve performance after the training period.
• Collaborates with other training groups within Freeman to develop and implement cross-training.
• Delivers new employee training, refresher training and cross-training to all ES employees.
• Assists with other ES training initiatives as directed by ES leadership.

Education & Experience

• Bachelor's degree preferred, High School Diploma or Equivalent with relevant work experience required.
• 2+ years of customer service and/or call center experience.
• 1+ years of related leadership/supervisory experience or progression.
• Experience providing coaching to new employees through performance meetings and partnering with the employees' direct manager on recommendations preferred.

Travel Requirements

Travel up to 25%

What We Offer

• Medical, Dental, Vision Insurance
• Tuition Reimbursement
• Paid Parental Leave
• Life, Accident and Disability
• Retirement with Company Match
• Paid Time Off

Diversity Commitment

At The Freeman Company our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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