Airbnb Supervisor Training 

India 

635233129

A Typical Day:

• Managing a Team of Training Analyst & Sr. Training Analysts for all processes for Global training delivery
• As a Training Supervisor you would work closely with ACC Training Manager and Global Training Supervisors to assist in delivering a top-tier learning.
• Worked on Projects pertaining to process or KPI improvements at org or global level
• Execute and help drive the Airbnb global training strategy and implementation of the training framework.
• Support implementation of the necessary training processes, support structure and training metrics in line with Industry best-practices that drive performance.
• Provide training representation to other shared services teams ensuring training is an integral part of the continuous improvement framework within Operations.
• Provide reporting on training program status, performance, hiring, onboarding and outcomes to the functional manager(s) on a regular basis.
• Develop a fully trained, high-performing, motivated and empowered training team.
• Work with global training teams to address escalated issues, dips in performance and the rollout of new training initiatives to drive performance.
• Develop a strategic approach to identify the training needs of both customers and internal team members
• Build and maintain the training curriculum, classroom agenda and other training materials in the knowledge base
• Develops and administers training programs for employees, assesses training and development needs for organizations
• Lead initiatives to improve and automate processes to minimize errors and reduce effort
• Responsible for new hires & floor performance on knowledge, process and soft skills
• Decision making ability in critical day to day operations

Your Expertise:

• 10+ Years of overall experience required with 4 years of applicable experience in contact center
• Any bachelor's degree or relevant experience.
• Flexibility and adaptability, able to work well in an ambiguous environment.
• Confident and empathetic problem solver; able to guide conversation and stay open to varied points of view.
• Collaborative; skilled working with cross-functional peers/teams.
• Creative; comes up with a lot of new and unique ideas and tends to be seen as original and value-added in brainstorming settings.
• Strong written and verbal communication skills; able to provide constructive feedback, mentorship and coaching. Able to guide conversations effectively.
• Ability to multi-task and remain cool under pressure, organise and work with rapidly changing priorities.
• Listening; practices attentive and active listening and has the patience to hear people out.
• Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence
• Open-minded; open to varied points of view and able to adapt to different cultural environments
• Passionate about customer experience, understands the importance to an organisation. Clear, concise communicator who can build collaborative and positive relationships.
• Working knowledge of customer service assessment tools, i.e., Net Promoter Score,CSAT. Able to compose and analyze qualitative and quantitative data.
• Well versed with domain knowledge & MS Office (especially Google Sheets, Excel, Word, and PPT).
• Strong supervisory skills with an eye for detail. Result Oriented.
• Excellent written and verbal communication skills in English.
• Should be comfortable with 24*7 Shifts.