Supervisor, Customer Support Training & Development

Purpose

The Supervisor Customer Support Training & Development is responsible for leading the efforts to develop, maintain and facilitate Avelo Customer Support training programs and curriculum. The supervisor will ensure that the quality of training, courseware development, recordkeeping and compliance with regulatory requirements are met.  

Responsibilities 

•  Lead the development and delivery for all curriculum requirements within Customer Support
•  Identify and implement training and instructional improvements to existing training materials
•  Oversee the administration and documentation for performance and attendance issues along with corrective action to trainees.
•  Develop standards to achieve performance measures for training performance
•  Oversee the scheduling of training sessions to prepare and support new CSC Crewmembers
•  Oversee the development of ongoing continuous learning efforts for experienced Crewmembers 
•  Develop and oversee the strategy for identifying any areas of improvement in training program to assist department with meeting their standards and goals
•  Develop and oversee the methods for measuring the effectiveness of training sessions and preparing individual or team progress reports

Competencies 

•  Technically proficient in working with CSC systems/programs/tools which include but are not limited to: Radixx Res, ZenDesk, and MIS Choice DCS
•  Familiarity with Learning Management Systems
•  Instructional proficiency with sound communication skills
•  Excellent knowledge of modern instructional methods and tools
•  Exceptional time management skills and a critical thinker
•  Ability to work independently as well as in a team 
•  Exceptional ability to give attention to all the trainees
•  Exceptional presentation skills

Functional Competencies

•  Strong understanding of Avelo’s company mission, strategy, guidelines and services
•  Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment. 
•  Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
•  Previous sales and call center leadership experience is preferred 
•  Attention to detail and strong organizational skills 
•  Strong written and verbal skills

Behavioral Competencies

•  Organizational fit with Avelo’s core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service
•  Excellent verbal (telephone) and written communication skills, including grammar
•  Strong customer service skills
•  Analytical, efficient, and thorough
•  Ability to remain calm and courteous under pressure and navigate tense situations 
•  Regular attendance and punctuality

Requirements

Basic Requirements

•  Able to pass a ten (10) year background check and pre-employment drug test
•  Potential need to work flexible hours and be available to respond on short notice
•  Legally eligible to work in the country in which the position is located 
•  Able to work from the Avelo Support Center in Houston, TX
•  Flexible and able to work at any time, including nights, weekends and holidays to support the operation and their team

Education/Experience Requirements

•  High School Diploma or General Education Development (GED) Diploma
•  One year of contact center or customer service training experience