Supervisor, Training

About the role

The Training Supervisor leads a team of learning facilitators (both internal and vended) who deliver new hire, upskills, product, process, technology, and leadership training across the organization. This is a hands‑on, player‑coach role responsible for developing trainers, managing training execution, maintaining delivery standards, and ensuring employees are prepared to perform successfully in their roles. The position will report into the Sr. Manager, Ops Training role. The Training Supervisor will work closely with Operations, Quality, Workforce Management, Learning & Development, and other business partners to coordinate training needs, schedules, resources, and readiness. This role is responsible for translating established training content and business requirements into consistent, engaging, and effective learning experiences. In an evolving customer service environment increasingly influenced by automation, AI, and changing technology, the Training Supervisor will help ensure facilitators remain current, adaptable, and prepared to support changes in processes, systems, customer expectations, and employee skill requirements. The role will manage trainer performance, classroom execution, training administration, and workflow while using a variety of learning methods including instructor‑led, virtual, blended, self‑paced, simulation, and on‑the‑job learning.

Essential Functions (percentage of time)

• Maintain consistent delivery standards across facilitators (Internal and Vended) – 35%
• Manage training schedules, facilitator assignments, classroom capacity – 20%
• Provide a feedback loop to content development partners – 25%
• Stakeholder Management – Support stakeholders' needs, demands, and requirements – 20%

Minimum Physical Requirements

While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

Responsibilities

• Lead, coach, develop, and manage a team of learning facilitators responsible for training delivery and administration.
• Establish clear expectations and performance standards for facilitation quality, preparation, learner engagement, classroom management, and training execution.
• Observe and evaluate trainer performance regularly, providing actionable coaching and development to improve facilitation effectiveness and consistency.
• Coordinate and oversee new hire, cross‑training, upskill, product, process, technology, and leadership training programs.
• Partner with Operations, Workforce Management, Quality, and business leaders to understand training demand, prioritize needs, and ensure training resources are aligned to business requirements.
• Manage training schedules, facilitator assignments, classroom capacity, attendance, completion tracking, and other administrative requirements associated with training delivery.
• Ensure facilitators are fully prepared and certified on training content before delivering programs to employees.
• Maintain consistent delivery standards across facilitators, locations, vendors, and learning environments.
• Monitor learner performance throughout training and identify individuals or groups requiring additional coaching, remediation, or support.
• Partner with Operations to create effective transitions from training into production and improve employee readiness following graduation.
• Track and evaluate training outcomes using measures such as completion, assessment performance, graduation rates, early‑tenure performance, quality, productivity, employee retention, and operational results.
• Identify opportunities to improve training effectiveness, efficiency, consistency, and speed‑to‑proficiency.
• Provide feedback to content development partners when training materials require updates based on facilitator experience, employee feedback, operational changes, or performance results.
• Support the implementation of new systems, automation, AI‑enabled tools, products, processes, and organizational initiatives through effective training and change readiness.
• Promote effective adult‑learning practices, including discussion, demonstration, practice, simulation, coaching, and knowledge application.
• Conduct training sessions when necessary and remain capable of stepping into the facilitator role to support business needs.
• Maintain training documentation, attendance records, certifications, completion reporting, and other required learning records.

Requirements

• Experience leading, coaching, or developing employees in a training, learning, customer service, or contact‑center environment.
• Minimum of 1–2 years of experience directly related to training, facilitation, supervision, or development of contact‑center employees preferred.
• Demonstrated experience delivering instructor‑led, virtual, and/or blended learning programs.
• Experience in coaching facilitators or evaluating training delivery is strongly preferred.
• Strong understanding of adult learning principles and effective facilitation techniques.
• Ability to manage multiple training programs, schedules, priorities, and business requests simultaneously.
• Demonstrated ability to collaborate effectively with Operations, Quality, Workforce Management, Human Resources, and other business partners.
• Strong analytical skills with the ability to use training and operational performance data to identify opportunities and improve outcomes.
• Experience working in a fast‑paced environment undergoing process, technology, or organizational change.
• Familiarity with contact‑center systems, learning management systems, virtual learning platforms, and emerging learning technologies preferred.
• Bachelor’s degree in adult learning, education, training, business, organizational development, or a related field preferred; equivalent relevant experience may be considered.

Benefits

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team‑oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company