Sr Supervisor, Training & Quality

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

•         Bachelor’s degree preferred

•         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

Career Framework Role 

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.