Training Supervisor

Lowe's Companies, Inc.•Plainfield, CT

9d•Remote

About The Position

Your Impact The primary purpose of this role is to foster an environment of experiential learning; developing associates and front-line leaders on the knowledge, skills, and abilities needed in Lowe's Contact Centers to drive our organizational Mission and Strategy. This is accomplished by scheduling, managing, and delivering consistent and effective content-based training through various methods including virtual classroom-based technologies and leader-led events. The Contact Center Training Supervisor partners with the Learning & Development team as a subject matter expert to create and update training courses focused on the needs of the recipient in the areas of operations, product knowledge, and selling. The Contact Center Training Supervisor has direct leadership responsibility for all aspects of new hire associate performance during their onboarding period to include individualized support, coaching and development through effective feedback, ensuring quality customer interactions as defined by the SMART customer service model, and holding performance management conversations, including corrective action and termination. This role is responsible for ensuring associates receive effective training experiences and are prepared to engage directly with Lowe's customers, colleagues across the enterprise and external business partners in alignment with established standards and practices. The individual in this role may conduct some or all activities from home using tools and resources provided by Lowe's. What You Will Do Manages and delivers virtual instructor-led and/or live leadership and functional training in an engaging manner following adult learning theory and contemporary facilitation practices Synthesizes and applies feedback from learners and business subject matter experts (SMEs) as appropriate to continuously improve training delivery effectiveness. Oversee aspects of training delivery including new hire onboarding and recurrent learning activities within Contact Center Operations. Supervise associates during their initial onboarding period by training and developing direct reports to their fullest ability while strategically meeting the customer’s needs through individualized support, coaching and mentoring. This is accomplished through associate success plans in order to develop their skillset; driving employee engagement; providing support and applying performance management including administering corrective action as needed including up to termination. (e.g., address attendance, performance and conduct issues) Provide feedback to Learning & Development as well as internal functions within the contact center on training effectiveness to ensure content supports business goals and needs; maintain participant records to ensure course credit is given; review performance reporting and provide feedback.

Requirements

High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
2 Years Relevant Functional/technical, leadership and business experience in assigned focus area
2 Years Ability to build and maintain working relationships with management, business leads and peers on a wide range of matters
1 Year Experience supervising, mentoring, providing guidance to others
2 Years Experience working in a customer facing role

Nice To Haves

Bachelor’s degree Business, Management, Learning & Development, Education, or related field
Experiences delivering virtual instructor-led and/or live leadership and functional training

Responsibilities

Manages and delivers virtual instructor-led and/or live leadership and functional training in an engaging manner following adult learning theory and contemporary facilitation practices
Synthesizes and applies feedback from learners and business subject matter experts (SMEs) as appropriate to continuously improve training delivery effectiveness.
Oversee aspects of training delivery including new hire onboarding and recurrent learning activities within Contact Center Operations.
Supervise associates during their initial onboarding period by training and developing direct reports to their fullest ability while strategically meeting the customer’s needs through individualized support, coaching and mentoring. This is accomplished through associate success plans in order to develop their skillset; driving employee engagement; providing support and applying performance management including administering corrective action as needed including up to termination. (e.g., address attendance, performance and conduct issues)
Provide feedback to Learning & Development as well as internal functions within the contact center on training effectiveness to ensure content supports business goals and needs; maintain participant records to ensure course credit is given; review performance reporting and provide feedback.