Supervisor, Training

The Training Supervisor is primarily responsible for the quality of each trainer in the training room.  The top focus of a Training Supervisor is the development of each Trainer and Results Associate-AT in order to achieve world class facilitation skills and, in turn, the highest quality output possible.  It is a Training Supervisor’s job to ensure that the Results Associates that join the production team can exceed client expectations, and that the number of Results Associates joining production is high enough to meet client and workforce needs.  The Training Supervisor may be directly responsible for a team of Trainers/Results Associate-ATs or may assist the Training Manager in their training leadership role depending on the needs of the site.

We expect greater of ourselves... What’s Your Greater?  Come find it at ResultsCX!

• Monitor Trainer and Results Associate-AT development, including training class observation, coaching and succession planning regarding both internal and client competencies
• Ensure compliance of the New Hire Orientation and Grad School Handoff processes, including gap analysis and remediation planning
• Provide both written and verbal weekly and monthly readouts on trainer development and client initiatives to key stakeholders
• Attend data collection, meetings, and engage in providing feedback and action planning as part of the closed loop process
• Be responsible for Trainer and Associate Trainer performance management, interview process, onboarding and both internal and client certification requirements.
• Actively participate in the training scheduling process in partnership with various teams to complete current and future resource planning and client schedule compliance
• Ensure compliance and accuracy of several training compliance requirements i.e. Daily Engagement Journals, Class Management, Trainer Phone Time compliance, etc.

• Identify individual engagement levels through active listening, targeted questioning techniques, and real-time observation of trainee behaviors
• Effectively determine what each trainee has learned, adjust training techniques to meet individual needs and motivate trainees to develop new knowledge into skills
• Create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge
• Determine whether the expected skills will result in tangible results in operations, measured through speed to proficiency, metric performance and agent retention.

• All-around fun in the workplace
• Healthcare Benefits 
• Opportunity to grow with ResultsCX if that’s “Your Greater”

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.