Learning Delivery Supervisor

Percepta • Dearborn, MI

387d

About The Position

The Learning Delivery Supervisor at Percepta is responsible for leading a team of Training Specialists under the direction of the Learning Delivery Manager. This role involves supervising, coaching, and mentoring team members, managing departmental hiring, and ensuring the delivery and evaluation of training programs. The supervisor will also drive improvement initiatives in customer satisfaction and address performance metrics that do not meet targets.

Requirements

• Bachelor's degree preferred or equivalent work experience.
• 3-5 years supervisory experience in managing customer service representatives or team members within a Training department.
• Knowledge of Adult Learning Theory and practical application.
• Minimum five years of training contact center experience preferred.
• Training in process improvement or Six Sigma methodology preferred.
• Excellent communication, oral, and written skills.
• Proficiency in MS Office applications and project management software.
• Strong analytical skills to uncover root causes and develop improvement initiatives.
• Ability to create a supportive adult learning environment.

Nice To Haves

• Experience in Sales or Customer Service.
• Familiarity with Learning Management Systems and their functionalities.
• Background in training/teaching and/or adult learning.

Responsibilities

• Lead and manage the Learning & Development (L&D) team, providing direction and support.
• Cultivate a communication network among training teams for problem-solving and best practice sharing.
• Stay current on new L&D philosophies and methodologies.
• Identify process breakdowns and implement solutions for customer concern resolution.
• Facilitate team meetings and utilize various reports to drive performance and customer satisfaction.
• Coordinate all facets of training delivery for multiple programs.
• Assist in managing training functions and reporting at the site.
• Develop and implement strategies to meet operations training objectives.
• Conduct audits on employee performance and plan strategic learning objectives.
• Partner with HR for compliance and corrective actions.

Benefits

• Competitive salary range of $59.6K - $75.4K per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Personal and Laundry Services
• Education Level: Bachelor's degree