Customer Service Training Supervisor

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Customer Service Training Supervisor designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Supervisor designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Supervisor assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Service Training Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Service Training Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.