Job Description
Job DescriptionDescription:
Affiliated Monitoring is searching for a Training Supervisor to oversee and deliver engaging new hire training and upskilling training for our monitoring/call center. The Training Supervisor will spend the majority of their time training technical procedures and functions for handling various life and property alarms for our many dealers across the country. This role requires expert facilitation for a variety of new hire and ongoing training programs to include position and skill- specific training, communications, soft skills training, new hire training, and application training. Along with leading training sessions, the Training Supervisor will manage the overall training program and assist in developing other facilitators.
This position serves as a liaison in developing training modules and workshops that help employees learn essential skills in the workplace. The Training Supervisor will be a part of the Learning and Development team and work closely with all stakeholders to ensure new hires and Monitoring Specialists are trained and skilled to be successful in their roles. This role requires a passion for learning, enthusiasm for developing people, and the ability to set examples of professionalism and success.
Training Supervisor Responsibilities:
· Administers, lead and train new hire classes with up to 20 participants, using various adult-learning methods, e-learning, and gamification, to maximize learner outcomes
· Participates in our train-the-trainer environments to adapt to our existing and new training formats
· Delivers engaging training courses, content, and activities for new and changing processes, and procedures, for incoming and existing Monitoring Specialists
· Commits to becoming a subject matter expert on our products and monitoring center procedures within four months of hire
· Required to train new hire and up-training classes up to 50% of the time
· Closely collaborates with internal stakeholders in the ongoing development of training programs to consistently improve our quality and success
· Participates in regular reviews of course materials and provides feedback to help improve curriculum
· Works with new hires in the monitoring center during On the Job Training to provide support and ongoing coaching, and can seamlessly accommodate different needs for trainees
· Measures learning outcomes and regularly provides thorough and encouraging feedback to mentor trainees
· Responsible for performance management of new hires, including assessing skill level and providing feedback as needed
· Executes the training in a variety of ways, including in person, remote and self-paced, module-based training for new and existing Affiliated employees
· Creates training strategies, initiatives, and materials
· Follows facilitator guide as outlined, including delivering content and handling of mock alarms
· Displays level of classroom management
· Coordinates mentors to assist with classroom and on the job training
· Maintains and updates training databases and training files
· Assists with special projects as assigned, including call monitoring and assessment
· Assess current training & development programs to enhance new hire training and quality
· Assist the L&D leader in making sure the content and training methods are in line with adult learning theory and industry best practices
· Oversee the processing of new employees through the hiring process, onboarding, and new hire training
· Supervise and organize duties of the training personnel
· Develop effective and purposeful training programs and materials to address business needs
· Supervise, monitor and document trainee attendance and performance
Requirements:
- A passion for training, guiding, and helping new hires and current specialists develop their skills
- Bachelor’s degree and at least 5 years of experience in learning and development/related fields
- Mentoring adults of all backgrounds and age groups
- Content development experience for a training or education program
- Leading engaging training sessions with success
- Experience working with MS Office
- Experience working with LMS platforms and curriculum development tools
- Strong organizational and time management skills
- Great ability to communicate and collaborate with all stakeholders
- Professional development/certifications/coursework within the field
- Ability to exercise initiative, judgment and knowledge within scope of training responsibilities, in day-to-day activity of the department.
- Is flexible and adapts to changes in schedules/projects to accommodate the training needs of the organization