Call Center Training Supervisor - Continuation Training

PAC TRAINING SUPERVISOR

The PAC Training Supervisor will play an instrumental role in driving performance metrics and ensuring the success of Sono Bello’s Patient Ambassador Center. Your primary focus will be designing, developing, and implementing sales training fundamentals, strategy and curriculum tailored to enhance the proficiency of our team members to deliver an exceptional patient experience.

Collaborating closely with PAC Leadership, Quality Assurance, and the Training Team, you will align our training initiatives to deliver impactful sessions that lift performance metrics and promote a culture of ongoing growth and development. Additionally, as a member of the PAC Leadership Team you will assume leadership for the consistency, completion and thus reporting of all training content, sessions, and overall results of each training session.

The overall success and impact of the PAC Training Supervisor will be measured by the lift in pre-determined performance metrics. The ideal candidate will have a passion for training, performance, and excellence. They will possess exceptional verbal, written and presentation skills with the ability to lead and inspire within our virtual playing field.

This is a working Supervisor position, so this individual will be expected to learn and perform all the duties of a Patient Ambassador which include but are not limited to: handling inquiries from potential patients and scheduling qualified patients for consultations with the local centers through email, chat, SMS, and inbound and outbound phone calls.

PRIMARY RESPONSIBILITIES

• Design, develop, and implement sales and continuation training for new and existing team members.
• Conduct needs assessment, recommendations and report on results to drive improved performance daily, weekly, monthly, and annually.
• Fully own the design and development of training plans, all training assets, train the trainer certifications for all related training initiatives.
• Communicate and collaborate with cross functional stakeholders to ensure training content is aligned to business goals, objectives, and addresses current and evolving needs or the sales organization.
• Own the coordination of Continuation Training by creating content, setting meetings, announcements to the team and hosting sessions.
• Assist in providing an exceptional Onboarding and New Hire Training experience, by maintaining a supportive work environment and prioritizing employee morale and recognition as needed.
• Assist in coordinating Annual Training Features by scheduling meetings as needed.
• Assisting with interviews for potential candidates as needed.
• Must have prior experience in public speaking, teaching, or training – to provide clear instruction, training demonstrations and communicate performance expectations.
• Possess strong time management skills to meet necessary deadlines and benchmarks.
• Attention to detail regarding individual training progress, and areas of opportunities as needed.
• Take initiative to plan contests, daily themes and focus on morale and motivation as needed.
• Assist in the formulation of attainable and ambitious targets for individuals and teams as needed.
• Answer questions, provide guidance and feedback and help set team members up for success.
• Ensure adherence to policies for attendance, established procedures etc.
• Review incoming/outgoing emails and provide peer feedback.
• Provide notification of consistent errors to the management team.
• Display confidence and the ability to become a subject matter expert on contact center processes and procedures.
• Assist in delivering performance management to Team Members as needed.
• Oversee and support day-to-day contact center activities, to include performing the duties of a Patient Ambassador
• In alignment with our company culture:
• Driven to produce results.
• Able to respond and adjust accordingly to the changing needs of a growing company.
• Accountable and takes responsibility for both successes and opportunities to improve.
• Treats others with respect and dignity.
• Displays sound judgement.

QUALIFICATIONS

• Bachelor’s degree is not required, but equivalent experience is ideal. Preference given to those with 5 years of experience in sales, training, leadership or similar position with a target quota, metric, or objective.
• Excellent organizational and project management skills, strong selling skills, and deep appreciation or understanding aesthetic, cosmetic surgical procedures, body contouring and total body transformation (and/or related industries).
• Demonstrated experience assessing performance, to include grading performance based on key metrics and holding Team Members accountable to set objectives.
• Ability to present regular written and verbal reports to management on individual and team performance.
• Tech savvy with knowledge of PC functional, dual monitor usage, and relevant computer programs within a virtual / remove work environment.
• Exceptional communication skills – oral, written, presentations and negotiation abilities.
• Proficient in reading, writing, and speaking the English language.
• Reasoning ability, specifically the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Proficient with Microsoft Office Suite or related software.
• A results-oriented approach.
• Ability to work under pressure.
• Ability to travel to in-person work functions and events.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• What is your desired hourly rate
• Are you available to work Mon-Fri?
• How many years of supervisor experience do you have?
• How many years of experience do you have with being measured on KPIs/Metrics/Analytics?

Location:

• Oklahoma (Required)

Work Location: Remote