Training Supervisor
3 weeks ago
Overview:
**Job Summary**
If you have proven 1 year BPO supervisory experience, we have something for you
Qualifications:
**Requirements**:
**Language/Communication**
- Japanese N1 / English B2-C2
- Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)
- Written skills: attention to detail and ability to communicate effectively and efficiently in writing
- Listening skills: active listening; able to appreciate the context of the traveler or partner's experience
- Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency
- Polished etiquette and delivery: ability to communicate in a structured and effective manner
- Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an client-approved formal test
**Experience, Education, Certification**
- Experience in training delivery, proven facilitation skills both in person and remotely
- Contact Center experience (required)
- Experience with client products and systems (preferred)
- Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics
- Management training courses offered by Vendor (preferred)
- GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)
**Soft Skills**
- Travel industry savvy, passion for travel, good geography and cultural knowledge
- Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners
- Take ownership, bias for traveler/partner resolution no matter what
- Critical and logical thinking outside the box; applies common sense
- Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner
- Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of Client and Client's travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)
- Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis
- Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners
- Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way
- Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.
- Takes responsibility for their actions and is receptive to constructive feedback
- Makes effective decisions within their authority
- Analytical problem-solving skills; linear and logical thinking
- “Walk the talk” leadership style and proven coaching skills
- Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams
- Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices
**Responsibilities**:
**Key Responsibilities**:
- Facilitate a new hire class during pre-process and process training
- Facilitate necessary or required annual upskilling or refreshers with existing resources
- Create and facilitate knowledge tests with existing Specialists and Support group in Operations
- Complete all training requirements based on the program’s specifications
- Coach new hire Specialists on their overall training and nesting performance
- Conduct mock scenarios on all channels available
- Govern the nesting process and complete deliverables on time
- Assess new hire performance during Nesting and mitigate with appropriate actions when necessary
- Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance
- Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum
- Assist in creating and developing training materials when necessary
- Follow all steps of BEST T&D
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