Responsibilities

As a Supervisor, the individual is responsible for the day to day operations of the Functional Training team as well as the advancement and development of a team of Functional Trainers and Knowledge Specialists. As a Supervisor within the Support Growth and Development department you will be a leader of our mission to provide exceptional training to all Support staff. The Supervisor is responsible for the management of training materials and their enhancements, overseeing the delivery of hands-on training and knowledge advancement exercises, and ensuring user-friendly resources are developed and enhanced to promote a knowledge centered service culture. This position reports to the Manager of Functional Training and Knowledge Content and will work closely with Support, Operations, Learning & Development, and Knowledge Content teams to achieve our goals.

• Team Leadership and Development:
  • Provide guidance, mentorship, and coaching to the Functional Training and
    Knowledge Specialist representatives.
  • Foster a collaborative and high-performance work environment.

• Performance Management:
  • Set clear performance expectations and KPIs for the team, aligned with
    department objectives.
  • Conduct regular performance reviews and provide constructive feedback for
    improvement.

• Issue Resolution and Escalations:
  • Assist team members in promptly resolving any issues within content creation or training delivery.
  • Provide guidance on utilizing available resources and exercising sound judgment.

• Training and Content Development:
  • Conduct regular reviews of training and knowledge content needs to ensure excellent execution of training classes, curriculum updates, and content improvement and implementation.

• Communication and Updates:
  • Ensure meticulous and timely updating of all relevant communications, tickets,
    and data. This includes the oversight of the team in actively monitoring and
    updating new and open tickets within the Growth and Development JIRA boards.
  • Review and provide guidance on clear and concise updates related to ongoing
    issue resolution.

• Collaboration with Other Departments:
  • Work directly with other departments and their leadership teams to provide timely
    solutions for training and knowledge content requests, ensuring seamless cross-
    functional support.

• Adherence to Schedules:
  • Ensure the team adheres to all schedules and availability requirements as
    documented or directed by leadership.

• Project Support:
  • Assist the Growth and Development team with any projects or duties assigned by the Managers or Director.

Qualifications

• Strong interpersonal and communication skills, with a focus on team-building.
• Prior experience in a training role preferred with the knowledge and skills to effectively
  design curriculum for a superior learning experience
• Excellent time management and organizational skills with the ability to work on multiple
  projects simultaneously.
• Proven ability to meet department objectives consistently.
• Strong problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced and dynamic environment.
• Exceptional attention to detail and accuracy.
• Proficiency in utilizing Support tools and systems.
• At least two years post high school education or degree in business, communications,
  information technology, finance, or a related field.
• Minimum of 1-year experience in a supervisory or leadership role.
• Previous experience in a customer support or related role is essential.
• Experience with some or all of the Shift4 product lines, processes, and procedures is preferred.