Training Supervisor -ITA

Department: Illinois Tollway Call Center
Type of position: Full-time
Schedule: Night Schedule
Location: UIC Campus - Halsted St

REPORTS TO:                Training Manager

STATUS:                       Full-Time, Salaried

SCHEDULE:                   Night Schedule    

HOURS OF OPERATION:  Monday through Friday

                                    6:00 a.m. to 10:00 p.m.

                                    Saturday and Sunday 8:00 a.m. to 5:00 p.m.

LOCATION:                    UIC Campus – Halsted Street

DATE REVISED:             08/02/16

STATEMENT OF PURPOSE: The Training Supervisor is responsible for developing, implementing and or modifying training programs to ensure maximum effectiveness of the Call Center Agent. This responsibility includes ensuring the training requirements are protected and accounted for in accordance with Chicago Lighthouse and the Illinois State Toll Authority’s (ISTHA) Standards of Performance.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO: • Designs and develops new training courses including preparation of training materials, i.e. manuals, quick reference guides, audio visual and computer help-screens etc.  • Develops multimedia visual aids and presentations • Maintains the Customer Service manual and Quick Reference Guide with updates and corrections. • Maintains statistics and records of the training materials and content covered with each group and/or individual trained. • Assists in the ongoing improvements and coordinates delivery of New Hires sessions with management. • Tracks and reports training statistics, including testing and evaluation processes • Assists the Quality Assurance Supervisor with monitoring, coaching and feedback to the Customer Service Representatives.  • Identifies and retrains staff for improved performance. • Manages ongoing training requirements for Customer Service Representatives, including continuing education training. • Works closely with the CSC Quality Assurance Supervisor and the Workforce Management Supervisor to develop objectives with the support staff having accountability for performance that aligns with company and departmental goals and strategies. • Monitors and evaluates training program’s effectiveness, success and ROI periodically. 

QUALIFICIATIONS: • 3 + years of experience working in a call center environment preferred; • Minimum one (1) year experience in a high volume customer service environment; • High school diploma or equivalent required • Excellent oral and written communications skills. • Strong communication and interpersonal skills. • Attention to detail and accuracy. • Strong customer service, organizational & analytical skills. • Ability to manage time effectively and meet deadlines and requirements accordingly. • Demonstrated objectivity, professionalism, flexibility & maturity. • Ability to perform in a fast pace environment with minimal direct supervision. • PC and software skills- functional knowledge of Excel, Access, Word, CSC/ VPS, required.

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