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CARE Training Supervisor

Date:  Feb 19, 2021
Location: 

Taguig, Metro Manila, PH, 1634

Company:  Vistaprint

CARE Training Supervisor

JOB DESCRIPTION

 

Position Title:                  CARE Training Supervisor

Business Unit:                    Vistaprint, CARE Manila Operations

Department:                      CARE Operations

Domain:                              Customer Care

Job level:                             PR2

Reports to:                         Manager, CARE Learning and Development

Supervises:                         Trainer

 

 

 

Job Purpose

The CARE Training Supervisor is primarily responsible to provide leadership and development for the trainers, create and drive the Learning agenda and initiatives in consultation with the L&D Lead, and manage stakeholder relationships relating to training delivery and assessments.

 

This role is responsible for motivating, assisting, and directing a team of trainers as they deliver training requirements for operational and support needs. Key KPIs include coaching the team to higher performance--meeting their SLA/KPIs and development goals—and continuously improving the learning experience, materials, and curriculum to deliver maximum impact to the business.

 

The CARE Training Supervisor is primarily responsible to provide leadership and development for the trainers, create and drive the Learning agenda and initiatives in consultation with the L&D Lead, and manage stakeholder relationships relating to training delivery and assessments.

 

This role is responsible for motivating, assisting and directing a team of trainers as they deliver training requirements for operational and support needs. Key KPIs include coaching the team to higher performance--meeting their SLA/KPIs and development goals—and continuously improving the learning experience, materials, and curriculum to deliver maximum impact to the business.

 

 

 

Key Responsibilities/Duties

 

Strategic & People Developer:

  • Align with L&D Manager and help craft the team strategy and approach. Support and cascade initiatives to the team as provided by global/local OKRs and leadership.
  • Guide and support trainers to achieve and maintain excellence in training delivery, assessments and implementation of key processes
  • Help the team set organizational and development goals in line with L&D strategy and priorities
  • Coach and mentor trainers on their development goals and opportunities, ensuring achievement of team and individual KPIs and OKRs. Maintain complete documentation of discussions and actions, and complete quarterly scorecard assessment activities

 

Customer Obsessed & Effective Communicator:

  • Engage with key stakeholders to understand operational requirements, align on priorities, and assess the impact of L&D initiatives on the business
  • Deliver TTT sessions and ensure that back up trainers are in place for each LoB training in case of unforeseen absences
  • Conduct New Hire, Power skills and business-related training as and when necessary, based on operational needs
  • Proactively raise issues which may adversely impact the New Hire and ad-hoc trainings or team’s performance with the Manager

 

Data Driven & Adaptable:

  • Consistently and effectively report on team’s challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs/OKRs)
  • Ensure any needed disciplinary discussions and actions occur in a transparent, accurate and timely manner
  • Demonstrate a positive attitude, leading and facilitating change and modeling VP behaviors and leadership practices in all interactions with the team and organization at large

 

Excellence Champion & Task Manager:

  • Adhere to, support and administer the company policies and procedures as defined
  • Participate in cross-functional communications and meetings to drive the L&D agenda and facilitate collaboration between operations and the team; establish healthy working relationships with remote and on-site partners and departments
  • Participates in the CLZ Chapter as a local representative and CLZ administrator for Manila.
  • Supports hand-over training of this role/processes as needed when team expands
  • Maintain personnel records and other documentation as identified and requested.
  • Perform additional responsibilities as required

 

 

Experience & Qualifications: 

 

  • Education: BA/BS degree, Trainer/Facilitator Certification, or equivalent work experience
  • At least 2-5 years of experience facilitating multiple day soft skills programs to a broad range of audiences. Excellent reputation as a dynamic and engaging facilitator.
  • Growth mindset & curiosity which extends to developing leaders as well as self
  • Effective in communicating and influencing across all levels of the organization
  • At least 2 years of experience coaching 1:1 as well as group coaching and facilitation over extended periods of time
  • Experience in organization and leadership development, as well as change management
  • Knowledge of performance management content, particularly as it relates to leading and managing others.
  • Expert command of adult learning principles.
  • An ongoing commitment to learning in the areas of leadership and management.
  • 2-5 years of experience successfully managing teams or individuals.
  • Experience using Learning Management Software (LMS)
  • Able to commit to a flexible work schedule, that may include evenings, weekends, and holidays

 

 


Job Segment: Training, Manager, Change Management, Performance Management, Operations, Management, Customer Service, Human Resources