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AmeriGas · 9 hours ago

CES Training Transition Supervisor

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

AmeriGas is the nation’s premier propane company, serving over 1.5 million customers. The CES Training Transition Supervisor is responsible for supporting new contact center agents during their onboarding and transition from classroom training to live customer interactions, providing guidance, coaching, and emotional support to help them succeed.

FinanceInformation Technology

Responsibilities

Supervises, coaches, and motivates Nesting Coaches and Call Center agents; ensures individual and team performance to training metrics, quality assurance objectives, attendance and accountability expectations

Monitors performance evaluations and assessments to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback

Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects

Assist Learning and Development Trainers/Facilitators in classroom training by monitoring and evaluating employee participation, as well as conduct role play evaluations

Coordinate and assist the nesting shadowing program for new agents during their initial phone, chat, and email interactions, providing immediate feedback and guidance

Create personalized development plans based on each agent's strengths and growth areas

Assist with troubleshooting technical issues and navigating complex customer service request and systems

Conduct daily huddles to address common challenges and celebrate early wins

Provide side-by-side coaching during difficult customer interactions

Serve as a bridge between formal training and contact center management

Evaluate employee performance, works with L&D Manager and CES Leaders to determine trends and areas for continuous education

Collaborate with Technical Writers and Instructional Designers to create and maintain end user documentation including, step by step procedures, job aids, and standard operating procedures

Support CES Management through audits and coaching to ensure individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary

Proactively engages employees to build positive morale; fosters a fun and productive environment

Qualification

CoachingTechnical proficiencyContact center metricsAnalytical thinkingAdult learning theoryEmotional intelligenceMicrosoft OfficeListening skillsEmployee trainingCommunicationFacilitation skills