Training Administration Supervisor
Booz Allen Hamilton
- Norfolk, VA
- $67,600-154,000 per year
- Permanent
- Full-time
- Oversee and supervise a team of training specialists who provide customer service and support to employees, managers, vendors, and government agencies escalated benefit and leaves inquires and reporting.
- Ensure the team’s inquiry volume is managed, transactions are completed timely and accurately, and customer service standards are met.
- Direct the distribution of work activity among the teams to maintain a balance of activity and perform quality assurance checks on employee transactions.
- Oversee and manage vendor activity in support of the work required to be accomplished.
- Provide coaching and guidance to improve staff performance and capabilities, and identify training needs.
- Develop staff in technical and soft skills.
- Create an environment that promotes customer service, teamwork, and accountability.
- Be responsible for team performance goals and lead efforts to continuously improve the service delivery.
- Maintain quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.
- Ensure sensitive information handled by the team remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.
- Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.
- 5+ years of experience managing or leading a team of training specialists or a training program
- Experience facilitating in-person and online training to groups of 20+ people
- Experience using Microsoft Office programs such as Word, Excel, and Outlook
- Knowledge of Service Center and shared service technology procedures and best practices
- Ability to manage teams, clients, stakeholders, and workflow in a service center environment
- Ability to build strong relationships with COE partners as well as the business sectors to improve delivery
- Ability to address performance issues through key performance metrics and technical efficiency
- HS diploma or GED
- Experience with supervising in a Help Desk or Contact Center environment in training or onboarding administration
- Experience with successfully transitioning work from Center of Expertise (COE) teams to centralized shared services teams
- Experience with tools such as Workday or ServiceNow
- Ability to foster a friendly and professional attitude to quickly develop rapport with team and customers
- Possession of strong coaching, research, and problem-solving skills
- Bachelor’s degree
Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.
- If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
- If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.