Majorel Clark | Training Supervisor

Overview

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our global footprint spans 31 countries across five continents, with 60,000+ people and 60 languages, delivering flexible solutions that leverage cultural nuance for true CX excellence. We have deep domain expertise in tech-augmented front-to-back-office CX, Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The Majorel difference is in our culture of entrepreneurship: relentless, resourceful, resilient and agile – all pulling together as One Team to deliver reliability and digital transformation in a constantly changing world.

The Lead Trainer interfaces with the program client to provide feedback on Learning Content structure and effectiveness, and is responsible for Core and In-Team Trainer development. The Lead Trainer maintains classroom space including application verification and is an expert on the training environment, processes, tools, Learning Event Coordination and Training Effectiveness analysis. Cross-site support may be warranted based on account cost model. The Lead Trainer may be responsible for training and facilitating adult classroom training to support client programs, focusing on front-line representatives (agents, advocates, representatives, support engineers) when focused on Training Delivery. During Agent Training Delivery, the Lead Trainer delivers content, conducts monitoring and develops Sales and Customer Service staff in the contact center. The Lead Trainer must relay complex material in an easy-to-understand, structured form to a larger class. Responsible for delivering training curriculum to agents, supervisors, managers or quality team members in Sales, Service or Technical Support, and may design/develop training curriculum to address identified needs for an agent group. The position requires travel and flexible hours and includes day-to-day supervision of non-exempt staff and Core/In-Team Trainers, including work assignment, performance and attendance oversight; administers coaching and development and performance appraisal according to policy and legal requirements. The role ensures that training procedures are documented, audited and maintained, and covers new program setup, implementation and performance management; collaborates with Account Management, IT, HR, Operations and other teams to improve procedures.

• Delivers new Hire and Continuing Education Training to all Sales, Service or Technical Support agents
• Facilitates training using multiple delivery methods (Instructor-led, On-Line Facilitation and CBT) – co-facilitation
• Attends appropriate training meetings and maintains awareness of the training delivery calendar
• Provides program-specific training to support staff as needed
• Delivers Majorel and program-specific soft skills, sales and/or technical training
• Verifies that review exercises are relevant and measures retention of new and tenured agents
• With the Training Manager, creates assessments and procedures to measure training success
• Administers and analyzes Training Effectiveness Surveys (Levels 1-3)
• Maintains a professionally structured class environment and consults with internal customers to develop custom courses
• Completes required training including program, organizational and trainer development content
• Ensures issues and requests for service are processed correctly and promptly
• Provides feedback to management on process improvements and content gaps; suggests changes to methods or procedures
• Refers issues outside support boundaries when unresolved
• Demonstrates strong customer service orientation and ownership
• Represents Majorel and client positively in interactions
• Handles incoming calls and/or emails professionally
• Demonstrates calibration of interaction types
• Participates in Train-The-Trainer sessions and revises materials as needed
• Monitors student progress and provides coaching and developmental feedback
• Determines continuation of employment eligibility through performance feedback
• Facilitates transition of students from training to work environment to ensure competency
• Participates in design sessions with course development and client meetings for curriculum updates
• Collaborates with Instructional Designer/Training Manager on delivery strategies and multimedia prep
• Aligns with design team on learner and facilitator guide standards
• Uses effective presentation and adult learning techniques
• Develops classroom agendas, timelines and content flow for effective training
• Completes daily tracking and trainee assessments; conducts side-by-side observations and calibration sessions
• Researches product information for assigned accounts and supports training needs
• Provides support for technical, sales and systems training as required
• Summarizes course evaluations for management review
• Maintains updated course materials and course masters
• Oversees day-to-day supervision of training staff and provides input into performance appraisals
• Delivers training via multiple formats (live in-person, recorded, live web-based, videoconferencing)
• Interfaces with cross-functional teams to develop course specifications and content
• Identifies and executes training-related quality improvement initiatives
• Establishes and follows control processes and compliance monitoring to manage risks
• Develops and designs training course materials as needed
• Experience in enterprise-wide blended-learning strategies
• Coordinates Training Plan, Learning Logistics and Scheduling; manages course completion and assessments
• Provides expert client-facing support and trainer development as warranted

Knowledge, Skills & Abilities:

• Excellent written and oral communication skills
• Ability to analyze data and recommend strategies for growth and change
• Experience in staff scheduling and management
• Proven track record delivering New Hire and Continuing Education Training for hiring accounts
• Strong knowledge of Microsoft Word, Excel, Access, and e-mail systems
• Qualitative and quantitative analytical skills
• Ability to maintain professionalism, make decisions and work without supervision
• Subject Matter Expertise for specific program
• Ability to develop effective solutions to difficult problems
• Timely, practical and cost-effective decision-making; facilitates others in doing so
• Ability to select the best option from a limited set of actions
• Accurate information organization and informed conclusions

Proven ability to facilitate materials and client-facing interactions. Takes responsibility for actions and accepts constructive criticism. Strong mentoring, presentation and team-building skills. English proficiency (spoken and written); bilingual skills as required by program. Excellent communication skills across verbal, written and listening domains. Ability to gauge user ability and adjust delivery accordingly. Ability to pass course assessments within client training tools prior to delivery to New Hire agents.

• Two or more years as a contact (call) center trainer; specific account training delivery experience is desirable
• University degree or equivalent work experience
• Completed Train-The-Trainer Program or Certification preferred
• Prior supervisory experience (exempt or non-exempt)
• Experience with specific client programs or industries preferred
• Must meet client-specific minimum statement of work requirements

Majorel Philippines Corp. is an Equal Opportunity Employer and does not discriminate on race, color, creed, religion, sex, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, disability, genetic information or any other status protected by applicable law. EEO will be extended to all aspects of the employer-employee relationship.