USA Waste & Recycling · 8 hours ago
Customer Service Training Supervisor
Enfield, CT
Full-time
Onsite
Mid, Senior Level
4+ years expUSA Waste and Recycling is at the forefront of waste hauling and processing, committed to sustainability and innovation. The Customer Service Training Supervisor is responsible for designing and improving training programs, overseeing trainers, and ensuring alignment with operational needs and service standards.
LandscapingRecyclingRentalWaste Management
Responsibilities
Owns the design and maintenance of customer service training programs, including new hire onboarding, reinforcement, refresher, and change-driven training
Develops and updates training materials and such as facilitator guides, learner guides, job aids, reference documentation, and e-learning content
Maintain knowledge management system and ensure training content is accurate, current, and aligned with company policies, systems, workflows, and service standards
Establishes training standards, structure, and cadence to support consistency and scalability
Provides leadership, guidance, and prioritization to Trainer(s) to ensure effective training delivery
Ensures training plans align with operational readiness, performance goals, and business timelines
Maintains training documentation standards, version control, and record management
Oversee knowledge management practices related to training and customer service operations
Partners with Customer Service leadership to identify training needs based on performance trends, quality results, customer feedback, and operational changes
Evaluates training effectiveness and recommends improvements to content, delivery methods, or reinforcement strategies
Supports quality programs, coaching frameworks, and skill development initiatives through targeted training design
Partners with Systems, IT, Operations, and Project teams to support system launches, process changes, acquisitions, and pilots
Ensures training is integrated into broader change management and operational rollout plans
Supports continuous improvement by incorporating frontline feedback and performance insights into training updates
Qualification
Required
High School diploma or equivalent
4–6 years of experience in customer service training, instructional design, or learning program ownership
Experience supporting contact center or service environments
Strong instructional design and training program management skills
Ability to translate complex systems and processes into structured learning experiences
Strong leadership, planning, and prioritization skills
Excellent written and verbal communication skills
Strong analytical and problem-solving abilities
Comfortable working cross-functionally in evolving environments
Proficient in Microsoft Applications
Preferred
Experience leading training initiatives or supervising training functions
Familiarity with learning platforms, documentation tools, and customer service systems
Waste and recycling industry experience
Benefits
Family-Oriented Environment
Excellent Benefits and Bonus Potential
Company
USA Waste & Recycling
USA Waste & Recycling, Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Bill Harju
Chief Financial Officer
G
Guy Antonacci
Founder
Recent News
Business Wire
2025-10-31
Hartford Business Journal
2025-01-11
Company data provided by crunchbase