Our Opportunity:

Chewy is looking for a Training Supervisor to join our Customer Service Learning and Development Team to lead the Onboarding New Hire Training Team. The position will be based in the Hollywood, FL contact center.  The Training Supervisor will lead a team of Trainers responsible for facilitating weekly new hire training and development for Chewy Customer Service Reps.  The Training Supervisor will be responsible for ensuring Trainers at the site are skilled in training facilitation techniques and consistent in delivery as well as providing opportunities for future growth and development. Frequent independent judgments are essential. The person in this role is also required to perform all tasks in observance of Chewy’s brand and strategy and adhere to our Operating Principles and Customer Service standards.

What you'll do:

• Supervise team of 10+ trainers, acting as direct manager to coach and develop.
• Lead the Trainers in facilitating new hire voice training and other programs as required.
• Issue corrective actions based on behavior for trainees up to and including termination.
• Interview candidates for trainer positions and make recommendations for hiring.
• Coach and guide trainers in their role including facilitation techniques and project work.
• Support improvements in the onboarding process for new trainers along with Training Manager.
• Support Trainers in the classroom as a back up facilitator when necessary.
• Oversee success of trainees: offering guidance to trainers during the entire new hire experience.
• Facilitate training- deliver material from facilitator guides in an easy to understand manner
• Help set trainees up for success for when they move to nesting and into production.
• Log testing scores/attempts, attendance and coaching opportunities.
• Provide direction for the training team, hosting meetings weekly to coach and provide feedback.
• Communicate with business partners such as WFM, IT, and HR to partner on any issues or opportunities
• Orchestrate graduation from training
• Plan and co-host team meetings along with Training Manager.

What you'll need:

• High School Degree.
• Two (2) years' of experience in being a supervisor/leading a team of trainers is a plus.
• Strong experience in facilitation and well-versed in the training discipline
• Able to lead and mentor a team.
• Have interpersonal skills to deal effectively with all business contacts.
• Demonstrated ability to translate business needs into action and drive successful outcomes.
• Strong experience in all Microsoft office products and training technology platforms.
• Ability to be flexible to business needs and adjust/compromise plans as needed.
• Professional appearance and demeanor.

Bonus:

• Some college or Bachelors degree preferred.
• Previous experience in customer service and/or other high-volume service-oriented industry.
• Previous call-center experience.

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).