Sr Training Supervisor

Compensation:

Who We Are

Overview

Responsibilities

• Facilitate new hire and refresher training programs for call center agents.
• Partner with the Training Manager and client stakeholders to update, create, and deliver refreshed core training materials and related documentation.
• Ensure effective class control techniques are applied to foster learning and maintain engagement.
• Provide coaching, mentoring, and side-by-side support for agents requiring additional assistance.
• Deliver feedback and guidance to supervisors regarding agent training needs and performance gaps.
• Edit, correct, and update outdated or missing training materials to ensure accuracy and alignment with client requirements.
• Support floor operations when not conducting training sessions, including answering questions and assisting with escalations.
• Travel, sometimes overnight for 3–4 weeks at a time (company-paid), to facilitate training at other sites.
• Work evenings and weekends as needed based on training schedules and business needs.
• Perform additional duties as assigned by the Training Manager.
  

Requirements

• High School Diploma or GED required; some college or coursework in adult learning, education, or related field highly preferred.
• Minimum 2 years of training experience, preferably in a call center; BPO environment.
• Background in adult learning principles strongly preferred.
• Experience with employee relations and classroom management techniques required.
• Strong facilitation and presentation skills.
• Excellent communication skills (oral and written).
• Ability to manage time effectively and adapt to changing priorities.
• Detail-oriented, with strong organizational skills.
• Ability to work independently and as part of a team.
• Proficiency in Office 365 and other Windows-based systems.
• Ability to travel as needed
• Must have high-speed internet (HSI) and ability to work from home if needed.
• Must be willing to work full-time from the office.
• Must live near or be in close proximity to one of the supported call centers; preference for Winston-Salem, NC.
• Experience creating new training materials a plus.