THE CHICAGO LIGHTHOUSE Bilingual Training Supervisor (English/Spanish) Salary in the United States

Description

STATEMENT OF PURPOSE:

The Bilingual Training Supervisor is responsible for developing, implementing and or modifying training programs to ensure maximum effectiveness of the Call Center Agent. This responsibility includes ensuring the training requirements are protected and accounted for in accordance with Chicago Lighthouse and the Illinois State Toll Highway Authority’s (ISTHA) Standards of Performance.

KEY RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Designs and develops new training courses including preparation of training materials, i.e. manuals, quick reference guides, audio visual and computer help-screens etc. 
• Develops multimedia visual aids and presentations.
• Maintains the Customer Service manual and Quick Reference Guide with updates and corrections.
• Maintains statistics and records of the training materials and content covered with each group and/or individual trained.
• Assists in the ongoing improvements and coordinates delivery of New Hires sessions with management.
• Tracks and reports training statistics, including testing and evaluation processes.
• Assists the Quality Assurance Supervisor with monitoring, coaching and feedback to the Customer Service Representatives. 
• Identifies work issues among new and seasoned personnel and conducts retraining as needed for improved performance.
• Assists with management of ongoing training requirements for Customer Service Representatives, including continuing education training.
• Works closely with the Quality Assurance Supervisor, the Workforce Management Supervisor, and support staff to develop objectives for customer service agendas.
• Periodically monitors and evaluates the training program’s success and effectiveness.
• Must be able to professionally address discipline and conduct issues in a training environment.

QUALIFICIATIONS:

• 3 + consecutive years of work experience in a call center preferred;
• High school diploma or equivalent required;
• Must be able to speak English and Spanish clearly and professionally with a heavy focus on Spanish;
• Excellent oral and written communications skills;
• Strong communication and interpersonal skills;
• Attention to detail and accuracy;
• Strong customer service, organizational & analytical skills;
• Ability to manage time effectively and meet deadlines and requirements accordingly;
• Demonstrated objectivity, professionalism, flexibility & maturity;
• Ability to perform in a fast pace environment with minimal direct supervision;
• PC and software skills- functional knowledge of Excel, Access, Word, required.

The Chicago Lighthouse for People Who Are Blind or Visually Impaired is an Equal Opportunity Employer in full compliance with local, state, and federal Civil Rights & Affirmative Action laws.  The Chicago Lighthouse maintains a strong policy of accommodation and a consistent practice of employing qualified individuals with disabilities.

Qualifications