Sr Training Supervisor

Sr Training Supervisor at InteLogix

Overview

The Senior Training Supervisor is responsible for leading and facilitating training programs across three call center locations supporting a single client. This role ensures new hire, refresher, and up-training sessions are delivered with excellence, while partnering with the Training Manager and client to continuously update and improve training materials. The Senior Training Supervisor will also provide operational support on the production floor and assist agents in achieving performance expectations.

Responsibilities

• Facilitate new hire and refresher training programs for call center agents.
• Partner with the Training Manager and client stakeholders to update, create, and deliver refreshed core training materials and related documentation.
• Ensure effective class control techniques are applied to foster learning and maintain engagement.
• Provide coaching, mentoring, and side-by-side support for agents requiring additional assistance.
• Deliver feedback and guidance to supervisors regarding agent training needs and performance gaps.
• Edit, correct, and update outdated or missing training materials to ensure accuracy and alignment with client requirements.
• Support floor operations when not conducting training sessions, including answering questions and assisting with escalations.
• Travel, sometimes overnight for 3–4 weeks at a time (company-paid), to facilitate training at other sites.
• Work evenings and weekends as needed based on training schedules and business needs.
• Perform additional duties as assigned by the Training Manager.

Requirements

Employment details

Note : This description reflects the role as published and may be subject to change.

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