Customer Service - Training Supervisor
hace 2 días
Enfield
Job Description Customer Service Training Supervisor USA Waste and Recycling USA Waste and Recycling, Inc Position Summary: The Training Supervisor is responsible for the design, development, and continuous improvement of the customer service training programs. This role is responsible for training strategy, curriculum design, material development, documentation, and training effectiveness measurements across the Customer Service organization. The Supervisor provides oversight and direction to Trainers, ensures training aligns with operational needs, systems, service standards, and customer experience objectives, and partners closely with Customer Service leadership, Operations, and cross-functional stakeholders. Role and Responsibilities: Training Strategy, Design & Development • Owns the design and maintenance of customer service training programs, including new hire onboarding, reinforcement, refresher, and change-driven training., • Develops and updates training materials, such as facilitator guides, learner guides, job aids, reference documentation, and e-learning content., • Maintain knowledge management system and ensure training content is accurate, current, and aligned with company policies, systems, workflows, and service standards., • Provides leadership, guidance, and prioritization to Trainer(s) to ensure effective training delivery., • Ensures training plans align with operational readiness, performance goals, and business timelines., • Maintains training documentation standards, version control, and record management., • Partners with Customer Service leadership to identify training needs based on performance trends, quality results, customer feedback, and operational changes., • Evaluates training effectiveness and recommends improvements to content, delivery methods, or reinforcement strategies., • Partners with Systems, IT, Operations, and Project teams to support system launches, process changes, acquisitions, and pilots., • Ensures training is integrated into broader change management and operational rollout plans., • Strong instructional design and training program management skills, • Ability to translate complex systems and processes into structured learning experiences, • Strong leadership, planning, and prioritization skills, • Excellent written and verbal communication skills, • Strong analytical and problem-solving abilities, • Comfortable working cross-functionally in evolving environments, • High School diploma or equivalent, • 4-6 years of experience in customer service training, instructional design, or learning program ownership, • Experience supporting contact center or service environments, • Experience leading training initiatives or supervising training functions preferred, • Familiarity with learning platforms, documentation tools, and customer service systems, • Family-Oriented Environment Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. • Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday., • Required to exert physical effort in handling objects less than 30 pounds rarely., • This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role. USA Waste is at the forefront of waste hauling and processing, innovating at every step to deliver safe, efficient, and sustainable residential and commercial services. What began with a single truck has grown into a 10-company and 2,000-person workforce operating across five states, all united by a shared commitment to service, innovation, and environmental responsibility. From building the country's largest state-of-the-art recycling facility to powering our buildings with solar energy and fueling our fleet with all-American natural gas, we continuously invest in smarter solutions for our customers, our communities, and our planet. Our story began in 1974 when founder Guy "Sonny" Antonacci and his wife, Mary Ann, launched Somers Sanitation in their hometown of Somers, Connecticut. Today, three generations of family leadership, supported by a talented and dedicated team, continue to drive our companies forward. While our fleet, facilities, and services have grown significantly, we remain grounded in the same principle that started it all: delivering exceptional service through innovation. Together, we're taking big leaps to remain at the forefront of sustainability and operational excellence. Some see waste. We see possibilities. Join a team that's building the future of sustainable waste solutions. USA Waste and Recycling, Inc. EEO Statement: The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.