The Supervisor Customer Support Training & Development is responsible for leading the efforts to develop, maintain and facilitate Avelo Customer Support training programs and curriculum. The supervisor will ensure that the quality of training, courseware development, recordkeeping and compliance with regulatory requirements are met.
Responsibilities
Lead the development and delivery for all curriculum requirements within Customer Support
Identify and implement training and instructional improvements to existing training materials
Oversee the administration and documentation for performance and attendance issues along with corrective action to trainees.
Develop standards to achieve performance measures for training performance
Oversee the scheduling of training sessions to prepare and support new CSC Crewmembers
Oversee the development of ongoing continuous learning efforts for experienced Crewmembers
Develop and oversee the strategy for identifying any areas of improvement in training program to assist department with meeting their standards and goals
Develop and oversee the methods for measuring the effectiveness of training sessions and preparing individual or team progress reports
Requirements
Competencies
Technically proficient in working with CSC systems/programs/tools which include but are not limited to: Radixx Res, ZenDesk, and MIS Choice DCS
Familiarity with Learning Management Systems
Instructional proficiency with sound communication skills
Excellent knowledge of modern instructional methods and tools
Exceptional time management skills and a critical thinker
Ability to work independently as well as in a team
Exceptional ability to give attention to all the trainees
Exceptional presentation skills
Functional Competencies
Strong understanding of Avelo’s company mission, strategy, guidelines and services
Ability to successfully find simple solutions to complex issues while meeting performance standards in a quickly evolving working environment.
Knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and Internet Explorer
Previous sales and call center leadership experience is preferred
Attention to detail and strong organizational skills
Strong written and verbal skills
Behavioral Competencies
Organizational fit with Avelo’s core values of Safety First, Keep it Simple, Do the Right Thing, and One Crew and culture of having a Soul of Service
Excellent verbal (telephone) and written communication skills, including grammar
Strong customer service skills
Analytical, efficient, and thorough
Ability to remain calm and courteous under pressure and navigate tense situations
Regular attendance and punctuality
Requirements
Basic Requirements
Able to pass a ten (10) year background check and pre-employment drug test
Potential need to work flexible hours and be available to respond on short notice
Legally eligible to work in the country in which the position is located
Able to work from the Avelo Support Center in Houston, TX
Flexible and able to work at any time, including nights, weekends and holidays to support the operation and their team
Education/Experience Requirements
High School Diploma or General Education Development (GED) Diploma
One year of contact center or customer service training experience
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Airlines and Aviation
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