Training Supervisor

Aston Carter•Enfield, CT

7d•$31 - $36•Onsite

About The Position

The Training Supervisor is responsible for designing, developing, and continually improving customer service training programs. This role manages the training strategy, curriculum design, material development, documentation, and effectiveness measurements for the Customer Service organization. The Supervisor provides oversight to Trainers, ensuring alignment with operational needs, service standards, and customer experience objectives while partnering closely with Customer Service leadership, Operations, and cross-functional stakeholders.

Requirements

Strong instructional design and training program management skills.
Ability to translate complex systems and processes into structured learning experiences.
Strong leadership, planning, and prioritization skills.
Excellent written and verbal communication skills.
Strong analytical and problem-solving abilities.
Comfortable working cross-functionally in evolving environments.
Proficient in Microsoft Applications.
High School diploma or equivalent.
4-6 years of experience in customer service training, instructional design, or learning program ownership.
Experience supporting contact center or service environments.
Experience leading training initiatives or supervising training functions preferred.
Familiarity with learning platforms, documentation tools, and customer service systems.

Nice To Haves

Experience in the waste industry preferred.

Responsibilities

Own the design and maintenance of customer service training programs, including new hire onboarding, reinforcement, refresher, and change-driven training.
Develop and update training materials such as facilitator guides, learner guides, job aids, reference documentation, and e-learning content.
Maintain the knowledge management system to ensure training content is accurate, current, and aligned with company policies, systems, workflows, and service standards.
Establish training standards, structure, and cadence to support consistency and scalability.
Provide leadership, guidance, and prioritization to Trainers to ensure effective training delivery.
Ensure training plans align with operational readiness, performance goals, and business timelines.
Maintain training documentation standards, version control, and record management.
Oversee knowledge management practices related to training and customer service operations.
Partner with Customer Service leadership to identify training needs based on performance trends, quality results, customer feedback, and operational changes.
Evaluate training effectiveness and recommend improvements to content, delivery methods, or reinforcement strategies.
Support quality programs, coaching frameworks, and skill development initiatives through targeted training design.
Collaborate with Systems, IT, Operations, and Project teams to support system launches, process changes, acquisitions, and pilots.
Integrate training into broader change management and operational rollout plans.
Incorporate frontline feedback and performance insights into training updates for continuous improvement.