Description
Key Responsibilities
Training Delivery & Curriculum Governance
- Ensure all learning albums are executed as designed and completed within required timelines.
- Validate that all training topics, activities, skill checks, and certification requirements are delivered in full.
- Conduct regular audits of classes, learning albums, attendance, and training records to ensure compliance.
- Monitor training progress and proactively address curriculum, scheduling, or execution risks.
Trainer Leadership & Development
- Provide direct leadership, coaching, and support to Trainers and Training Coaches.
- Conduct trainer observations, calibrations, and coaching sessions to improve facilitation effectiveness.
- Develop trainer capability through feedback, skill-building plans, and ongoing performance discussions.
- Drive consistency in training delivery across all classes and programs.
Quality Assurance & Class Inspections
- Perform classroom observations and quality inspections to ensure adherence to training standards.
- Evaluate trainee engagement, knowledge retention, and trainer effectiveness.
- Identify execution gaps, root causes, and recovery actions before they impact operations.
- Ensure corrective actions are implemented and sustained.
Performance & Reporting
- Monitor key training metrics, including attendance, graduation rates, certification scores, nesting readiness, and training effectiveness.
- Analyze trends and provide actionable recommendations to improve training outcomes.
- Deliver timely updates, status reports, and recovery plans to leadership and stakeholders.
- Maintain accurate training documentation and records.
Stakeholder Management
- Partner closely with Operations, Quality, Workforce Management, Recruiting, and Client stakeholders.
- Ensure alignment between training delivery, operational readiness, and business requirements.
- Lead readiness reviews and provide recommendations on trainee deployment and certification.
Operational Readiness & Risk Management
- Identify training risks, delays, and execution gaps and implement mitigation plans.
- Ensure readiness of training materials, systems, classrooms, and trainer resources.
- Support new program launches, curriculum changes, and business ramps.
- Drive accountability and execution rigor across all training activities.
Non-Negotiable Expectations
A Training Supervisor must be able to:
- Independently audit and validate learning album execution.
- Conduct trainer observations and deliver effective coaching.
- Lead RSGs, calibrations, and class inspections.
- Identify and address training execution gaps before they escalate.
- Drive trainer accountability while maintaining a developmental coaching culture.
- Ensure every class is fully prepared for nesting and operational success.
Requirements
Requirements
Minimum Job Requirements (Education, Experience, Skills):
Training Supervisors must demonstrate working knowledge and execution proficiency in the following areas:
- End-to-end training curriculum and learning album management
- Adult learning principles and facilitation techniques
- New Hire, Nesting, and Continuing Education training delivery
- Knowledge check, skills validation, and certification processes
- Learning Management Systems (LMS) and training technology platforms
- Call handling processes, customer experience standards, and operational procedures
- Root cause analysis and performance gap identification
- Trainer coaching, observation, calibration, and development
- Training metrics, reporting, and business impact analysis
- Classroom management and trainee engagement strategies
- Client requirements, compliance standards, and audit readiness
- Action planning, recovery planning, and risk mitigation for training programs
- Stakeholder management and cross-functional partnership with Operations, Quality, and Workforce Management
