Compensation: $42,500-$45,000 per year
InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.
Overview
The Senior Training Supervisor is responsible for leading and facilitating training programs across three call center locations supporting a single client. This role ensures new hire, refresher, and up-training sessions are delivered with excellence, while partnering with the Training Manager and client to continuously update and improve training materials. The Senior Training Supervisor will also provide operational support on the production floor and assist agents in achieving performance expectations.
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* Edit, correct, and update outdated or missing training materials to ensure accuracy and alignment with client requirements.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.
#J-18808-Ljbffr