Training Supervisor

Job description

This role ensures training delivery is consistent, effective, and aligned with both client expectations and internal quality standards. The Training Supervisor partners closely with operations, quality, and client stakeholders to drive readiness, performance, and continuous improvement within the training function. Key Responsibilities Training Oversight & Operations • Supervise daily activities of SSG trainers, ensuring effective delivery of new hire, upskill, and cross-training programs. • Monitor training attendance, pacing, and completion, ensuring training timelines meet client and business requirements. • Ensure smooth handoff of trained classes to operations and monitor early performance trends. Performance Management • Conduct side-by-side observation and evaluation of trainer performance. • Provide coaching, feedback, and development plans to trainers to strengthen delivery and facilitation skills. • Track and report trainer and class performance metrics (e.g., certification rates, survey results, nesting outcomes). Content & Readiness • Ensure training materials, job aids, and guides are updated, accurate, and aligned with client/program requirements. • Partner with Quality, SMEs, and client stakeholders to integrate process updates into training. • Support knowledge management initiatives by maintaining repositories of updated resources. Team Leadership & Development • Mentor and support SSG trainers in building credibility, classroom management, and stakeholder engagement. • Conduct regular calibration, touchpoints, and best-practice sharing sessions with the training team. • Foster a positive, collaborative, and accountable training culture. Stakeholder Collaboration • Serve as point of contact between trainers, operations, quality, and client representatives regarding training needs. • Present training updates, trends, and improvement recommendations to leadership. • Coordinate readiness planning for new launches, curriculum updates, and seasonal ramp-ups