Supervisor Hybrid - Seasonal

ResultsCX•Paris, TX

11d•Hybrid

About The Position

The Supervisor Hybrid - Seasonal role will strategically support two functional roles within the organization consecutively. Leaders will conduct onsite or virtual training classes with new hires as Trainers to prepare them for production in addition to supporting the success of the business and Associates in the production environment as a Supervisor. In this role you will: Trainer - Support length approximately 6-12 weeks As the introductory leader and facilitator for ResultsCX’s new Associates, Trainers occupy a key role in promoting the core values and culture for the company. Trainers are responsible for orienting new Associates to the organization as well as initial and ongoing client and internal skills training. Supervisor - Support length approximately 2-3 months As the introductory leader and facilitator for ResultsCX’s new Associates, Trainers occupy a key role in promoting the core values and culture for the company. Trainers are responsible for orienting new Associates to the organization as well as initial and ongoing client and internal skills training.

Requirements

Strong ability to effectively determine what each trainee has learned, adjust training techniques to meet individual needs and motivate trainees to develop new knowledge into skills and create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge.
Passion to uphold the values of ResultsCX through a service-oriented mindset and willingness to promote growth of self, colleagues, company and client.
Previous experience in classroom adult education or training and evaluation or the completion of the ResultsCX Associate Trainer Program and/or experience in a Leadership role in the BPO industry as a supervisor or mentor.
Consistent attendance and punctuality
Excellent non-verbal and verbal communication skills – both oral and written
Strong proficiency in using MS Office products (Word, Excel and PowerPoint)
Strong interpersonal skills with the ability to perform effectively as member of a team and has excellent consulting skills, (e.g., critical thinking, problem solving, decision making, and influencing)
The Ability to work multiple shifts as required (with work week in-class possibly being 45-50 hours) and potential weekend work
Ability to develop and motivate a team.
Superb listening, probing, negotiation and de-escalation skills

Responsibilities

Prepare new Associates to be valuable employees through the Day Zero process and facilitation of New Hire Orientation
Facilitate classroom and refresher training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures
Enter time records for classroom participants and ensures accurate payroll submission of hours through daily the daily hours approval process.
Determine progress and qualification of Call Center Agents for completion of training program and matriculation into Grad School program (and, where appropriate, termination from training program)
Assist Grad School Dean to prepare and deliver training on the floor that will improve Associates’ skills, knowledge, and performance
Maintain Subject Matter Expertise for the program being handled by knowing up-to-date products and services, policies, processes, and procedures
Provide feedback to the Training Manager/Site Director/Account Training/Learning & Development leaders to identify gaps in training and other areas of opportunity
Complete a minimum of four hours of phone time each month in order to remain proficiency in call handling skills
Uphold compliance to all internal and client policies inside and outside the training room through strong measures of accountability as well by exemplifying these expectations through their own behavior
Directly manage team of 10 or more agents, including the provision of significant input on hiring, appropriate discipline, discharge, and insuring accuracy of inputs regarding payroll documentation
Identify, Prioritize and Coach agent development areas
Document account resolutions, issues, and general notes.
Assist agents with functionality and basic troubleshooting of product or account issues for the customers
Maintain target levels of performance required by the client
Maintain up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, trainings and other briefings.
Provide appropriate motivational techniques to promote team building and to increase team and Call Center morale.
Help maintain a good team and working environment
Multitask, listen, input data, probes, and proves solutions to the agents.
Ensure that all Agent reference materials are up to date.
Undertake duties of a general nature or additional tasks as business requires from time to time
Conduct mandatory phone call monitoring and desk-side coaching to ensure that all agents are providing the levels of customer service that is required.
Ensure that agents have working equipment and all items needed to do their job.