The onsite Learning and Development Supervisor is responsible for supervising a high-quality training team to perform for various programs across the organization. This position works closely with the Manager of L&D and is responsible for the supervision of the curriculum, and the trainers.  In addition, they provide instructional coaching, support, development, needs-based training and guidance for best-practices, compliance support, and quality assurance for their team.

*Please note, this role will require onsite evening presence*

EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.

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ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

• Develops, organizes and supervises in-depth client-specific training programs.
• Provides orientation to trainees on the detailed training process flow
• Supervises to ensure a motivating, creative, and interactive training session by integrating techniques to enhance the training experience and maximize learning and retention.
• Improves training effectiveness by developing new approaches and techniques.
• Participates in the preparation of multiple training projects within established budgets and timelines.
• Collects and summarizes relevant client feedback and executes monitor projects to establish standards and meet departmental goals.
• Shares relevant information to agents, supervisors, and managers regarding training processes and procedures through proper information dissemination protocol.
• Identifies gaps between the training program and operation requirements and recommends and implements solutions to meet objectives.
• Conducts coaching and mentoring sessions to trainees in order to identify areas of improvement and opportunities while keeping a written record of all interactions.
• Supervise new programs launch, and onboarding process
• Provide opportunities for ongoing development
• Collaborates with the production supervisor in monitoring agents’ performance.
• Complete Continuous Education Courses as assigned by Leadership
• Proactively identifies a training need or problem of a trainee and/or the training program and strategizes solutions to improve learning and overall performance.
• Creates and manages continuous trainings to ensure agents are meeting the processes outlined by the client through the identification of gaps within the processes.
• Maintains training reports and shares them with other departments if necessary.
• Ensures the trainees’ total compliance to training policies, guidelines and procedures.
• Delivers the right behaviors in meeting deliverables through punctuality and professionalism.
• Performs other administrative activities necessary.

EDUCATION and/or EXPERIENCE:

• Three years supervisor experience or equivalent education is required 
• Knowledge of BPO performance is preferred
• Previous Learning & Development/Training experience is required
• Excellent communication & leadership skills
• Ability to plan, multitask and manage time effectively
• Strong computer and database skills