Learning Delivery Supervisor

Summary

The Learning Delivery Supervisor, under the direction of the Learning Delivery Manager, leads and is responsible for the performance of a team of Training Specialists. The Learning Delivery Supervisor will assist the Manager in departmental hiring, and supervise, coach and mentor all intradepartmental personnel in their daily roles, responsibilities, and professional development. Prepare and administer annual performance appraisals. The position requires organizational developmental skills to lead a large team to deliver and evaluate complex and flexible curricula to domestic locations. Additional responsibilities include:

· Driving improvement initiatives in Customer Satisfaction.

· Timely response and resolution of customer escalations to Ford and other Percepta Business Clients.

· Analysis of metrics not meeting target or showing sustained improvement.

· Development of action plans to address underachieving performance.

Responsibilities

Leadership, Communication, Strategic and Business Management

· Lead the L&D/Training team with providing direction, developing the team and removing obstacles that may inhibit their success of all initiatives.

· Cultivate a communications network among training teams to provide a forum for problem solving and best practice sharing.

· Support department management as required.

· Responsible for staying current on new L&D philosophies and methodologies.

· Identify process breakdowns by performing root cause analysis, and to implement solutions that deliver upon customer concern resolution requirements.

· Works on special projects as assigned by Management and delivers resolution on any Percepta or Client priority requests.

· Facilitates team meetings and utilizes all available resources (Learning Management System Reports (i.e., Percepta College), QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to drive performance and customer satisfaction.

· Promotes and fosters a continuous improvement culture within the organization and communicates new process and policy changes quickly and efficiently in a fast-paced environment.

· Coordinate all facets of training delivery for multiple programs.

Department Coordination

· Assist Manager with management of the Training functions at the site, including the implementation and ongoing administration of processes.

· Responsible for Training reporting – the tracking of report date and the production of reports to meet stakeholder needs. (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).

· Develop, recommend and implement strategies to meet Operations training objectives.

· Create, coordinate and facilitate performance improvement initiatives, such as workshops, focus groups, job aides and recurrent training.

· Identify training and quality needs in partnership with Manager, Program Managers and Business Owners.

· Deliver coach-backs and mentor Trainers to improve performance.

· Promote and foster a continuous improvement culture within the organization.

Personnel Development and Staff Management

· Develop and monitor performance standards and measurements of L&D/Training Team.

· Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.

· Plan and implement strategic learning objectives for self-development.

· Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.

· Observe and evaluate employees to ensure that classroom management, product knowledge, presentation and professionalism are maintained while facilitating presentations.

· Partner with HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures.

Miscellaneous

· Work on activities and/or projects as requested by Manager.

· Support interview/selection process.

· Conduct/participate in focus groups and agent/company feedback sessions.

Education

· Bachelor’s degree preferred, or equivalent work experience

Experience

· 3-5 years supervisory experience in managing customer service representatives or team members within a Training department

· Knowledge of and practical application of Adult Learning Theory

· Minimum five years of training contact center experience preferred

· Training in process improvement or Six Sigma methodology preferred

· Possess a sound understanding of positive coaching techniques

· Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices

· Ability to design solutions incorporating a variety of learning products

· Ability to work with virtual groups

· Familiar with call center basics and the technology involved

· Some experience in Sales or Customer Service experience a plus

Skills

· Possess a high degree of professionalism

· Excellent communication, oral, and written skills

· Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development

· Proficiency in MS Office applications

· Analytical skills to uncover root cause and develop improvement initiatives

· Ability to create a supportive and conducive adult learning environment

· Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics

· Demonstrated decision making skills in high impact environments

· Strong project management skills

· Excellent time management skills

· Must be detail oriented

· Knowledge of call center business and/or experience, desired

· Background in training/teaching and/or adult learning

· Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations

· Ability to prioritize activities in a fast-paced and dynamic environment

· Excellent team facilitation and coordination skills with the ability to foster a team spirit

· Ability to work effectively in a team oriented, high demand and fast paced environment

· Customer focused behavior

· Leadership, conflict and negotiation skills

· Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development

Other

· Proven ability to manage multiple, concurrent programs

· Uses diplomacy and discretion in communication

· Ability to maintain confidentiality and ability to handle sensitive material

· Translates complications into practical solutions

· Mobility: willing to travel to sites as needed