Training & Performance Supervisor

Job description

ESSENTIAL JOB FUNCTIONS: - Maintain internal performance and quality standards set by management. - Ensure that the processes, metrics and visibility are meeting expectations. - Responsible for creating, maintaining and analyzing data related to client metrics, service and visibility. - Analyze client key performance indicators gaps, data quality, and visibility to improve performance, escalating to the Training & Performance Manager when necessary. - Assess support interactions based on established performance and quality standards - Monitor trends and provide recommendations for the design and facilitation of forwarding and operations training courses and associated performance and quality standards. - Deploy as part of a field team as needed for site visits. - Supervise frontline Training & Performance staff as assigned. - Other duties as assigned. PHYSICAL REQUIREMENTS: - Job requires the ability to use vision, adjust focus and work on a standard computer screen - Job may require extended sitting or standing, use of standard office equipment - Job will require presence on-site at the assigned work location OTHER SKILLS AND ABILITIES: - Excellent communication skills with the ab...