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Training and Employee Development Supervisor

Employer
Swanson Health
Location
Fargo, North Dakota
Salary
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Training and Employee Development Supervisor
Monday-Friday
8am-5pm
DOE

Swanson Health Products is looking to hire an experienced Contact Center Training Supervisor. The ideal candidate will have 3 years of training or education experience and be comfortable speaking in front of a large group on a regular basis. This position requires having the flexibility to work evenings occasionally. All interested candidates should apply with a current resume at www.swansonjobs.com

Summary: The primary function of this position is to provide effective development, coordination and presentation of training and development programs free from direct supervision to all customer service center employees.

Essential Responsibilities:
  • Exercise discretion and independent judgment in regards to the development, coordination, and presentation of training programs for all customer service center employees.
  • Formulate and implement policy and procedures along with changes in regard to training programs.
  • Perform continuing education and training for current employees.
  • Monitor, evaluate and record the effectiveness of training on both new hires and existing employees.
  • Evaluate the delivery of any Training Updates deemed necessary for all reps.
  • Provide customized training for individual employees as necessary to address performance issues.
  • Develop and implement training program for new Team Leads.
  • Provide on-going training and development opportunities for all customer service center employees.
  • Manage and evaluate the Mentor Program, including recruitment, selection and training of Mentors.
  • Share the voice of the customer through interdepartmental interactions to improve the overall customer experience.
  • Develop, coordinate and implement training for the employee advancement program.
  • Provide guidance and leadership to all customer service center employees on call center policies, procedures and expected level of customer service.
  • Research new training techniques and implement enhancements to existing training programs.
  • Continually improve own skills and knowledge.
  • Provide prompt and reliable attendance.
  • Required to work overtime as needed.
  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Conducts self in the presence of customers and community so as to present a professional image of SHP.


Competencies Required:
  • Ability to understand, read and speak English proficiently
  • Knowledge of principles and practices of adult education
  • Ability to effectively respond to employee questions and concerns regarding customer service
  • Perform work independent of close supervision
  • Excellent communication skills, both oral and written
  • Ability to make quick, accurate and appropriate decisions
  • Strong organizational, administrative and time management skills
  • Ability to prioritize and manage multiple tasks
  • Commitment to outstanding customer service levels
  • Demonstrate ability to build and motivate a team, prepare and lead group activities
  • Proficient computer and applicable software skills
  • Flexible schedule (some night shifts and weekends may be necessary)


Supervisory Responsibilities: Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and Experience Required: Bachelors Degree in education, human resources, or a related field of study with three years experience in delivery of training programs. Two-three years training or teaching experience. Or; an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.

Equipment and Software Used:
  • Mozart
  • Mitel Software Applications
  • JIRA
  • Microsoft Office Products
  • General office equipment


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by state and federal law.
Ability to stand for extended periods of time - frequently
Ability to sit for extended periods of time - frequently
Ability to lift up to 25 pounds - occasionally
Ability to speak to a group of people - continuously

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