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Supervisor, Corporate Education
Supervisor, Corporate EducationCenlar • Tempe, AZ, United States
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Supervisor, Corporate Education

Supervisor, Corporate Education

Cenlar • Tempe, AZ, United States
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The Supervisor, Corporate Education will act as the key support to the Manager of Corporate Education, overseeing the effective execution of training programs and logistics. This role will handle day-to-day issues during training courses, manage classroom dynamics, and mentor trainers. The Supervisor will be involved in curriculum development as required, SOP and playbook maintenance, and ensure that all training and technological processes are running smoothly.

Responsibilities :

Training Performance and Logistics :

  • Ensure the planned delivery of training and logistics is executed effectively and efficiently.
  • Assist in planning and organizing logistics for training sessions.
  • Address and resolve any issues that arise during training courses and management classroom dynamics.
  • Evaluate training programs' effectiveness and modify programs accordingly to improve metrics.

Training Mentorship and Development :

  • Mentor and support existing and new trainers, helping them to become proficient and effective in their roles.
  • Periodically assess staff to identify gaps in knowledge and skill sets.
  • Conduct train the trainer sessions and ensure they are properly onboarded and ramped up.
  • As requested, conduct trainer observations and coaching sessions with trainers.

    • SOP and Playbook Management :

  • Oversee the development, maintenance, and enhancement of SOP's and the training delivery playbook.
  • Ensure any updates to the SOPs and playbooks are communicated to the staff and that necessary training is provided on changes.

    • Curriculum and Technology Management :

  • Collaborate with design team on curriculum development and ensure training materials meet organizational standards.
  • Identify and assess training gaps or areas of improvement and coordinate proper update to materials and delivery. Ensure accuracy of research in the development of training content before staff submits training requests for edits.
  • Manage the technology log to ensure all new hires have the necessary system logins and access during training.
  • Oversee the training region system and ensure proper test loans and technology setups are in place.

    • Vendor Management :

  • Maintain relationships with training delivery vendors, including those onshore and offshore and those offering technology support to the classroom.
  • Coordinate with vendors to ensure the quality and effectiveness of training delivery.
  • Maintain the Vendor SharePoint site for updated materials and agendas.

    • Performance Management :

  • If applicable, supervise staff, including their performance evaluation and development.
  • Supervisor, monitor performance, develop, coach, trainer, discipline, and provide direction to employees.
  • Assign and evaluate work.
  • Foster a positive and productive work environment, encouraging professional growth and development.

    • Additional Responsibilities :

  • Travel as necessary to support training initiatives or address issues at different locations.
  • Ability to work across geographically dispersed teams and ensure collaboration and team communication is effective.
  • Ability to work various shifts to account for geographically dispersed team.
  • Ensure compliance with all training policies and procedures.
  • Provide feedback and recommendations for continuous improvement in training program and processes.

    • Qualifications :

  • Bachelor's degree or equivalent experience
  • Minimum of 5 years of experience working knowledge of corporate education environment, specifically call center environment, with at least 2 years in a supervisory or leadership role
  • Proficiency in technology products, as well as strong working knowledge of Microsoft Office suite (Word, PowerPoint, Excel, Access, Outlook)
  • Strong knowledge of adult learning principles and instructional design
  • Has advanced organizational and time management skills
  • High level of problem-solving skills. Understanding of user account management
  • Familiar with compliance requirements in business environment
  • Ability to maintain high-level of confidentiality and data integrity
  • Demonstrated ability to work independently, but within a team environment
  • High level of motivation : self-starter, ability to quickly organize materials, ability to prioritize and coordinate tasks, and meet deadlines with a high quality of work
  • Client-focused individual with an excellent professional and service attitude
  • Able to effectively and tactfully interact with employees at all levels of the organization
  • Able to prioritize and multi-task to meet deadlines efficiently
  • Flexibility and adaptability a must
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    Education Supervisor • Tempe, AZ, United States

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