Contact Center Workforce Development Supervisor

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:

•    Partner with HR and senior leadership to identify and prioritize the technical and soft skills required for employee development.
•    Conduct thorough research to identify the specific technical and soft skills needed for various contact center roles, particularly supervisory positions.
•     Stay abreast of the latest trends and best practices in the contact center industry to ensure training programs remain relevant and effective. 
•    Transform research findings into personalized and engaging training content aligned with organizational needs and culture.
•    Design and implement interactive and gamified training programs to enhance skill development and boost engagement. 
•    Gather feedback from participants and stakeholders to refine training content and delivery methods.
•    Champion the establishment of an internal skills development academy accessible to all employees. 
•    Design coaching frameworks and empower team leads/trainers to execute effectively. 
•    Establish, Maintain and optimize Learning Management System (LMS) or training platforms. Explore and implement new tools (AI coaching, simulations, VR). Ensure training materials are accessible, up-to-date, and aligned with operations.
•    Develop a plan to expand training program access to individuals and organizations seeking contact center skills development. 

Requirements:

•    Strong understanding of contact center operations and adult learning principles and instructional design. 
•    Creativity and expertise in designing engaging training content
•    Experience managing teams and training operations in fast-paced environments and In-depth knowledge of the organization. 
•    Analytical skills to evaluate behavioral changes and measure training effectiveness.
•     At least 4 years of work experience preferably in a call center or customer service environment (L&D, training, or workforce development teams). At least 1 year of work experience as supervisor or related positions

Benefits: 

•    Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
•    Complementary Insurance
•    Educational platform of advanced courses
•    Snappfood’s Discount codes
•    Loans