Performance and Training Supervisor

GENERAL DESCRIPTION

The Performance and training Supervisor is responsible for supervising processes and/or team members whose duties are related to training and quality processes. This role assists in providing data and recommendations for execution and data integrity for client metrics, service, and visibility.

ESSENTIAL JOB FUNCTIONS

• Maintain internal performance and quality standards set by management.


• Ensure that the processes, metrics and visibility are meeting expectations.


• Responsible for creating, maintaining and analyzing data related to client metrics, service and visibility.


• Monitor EDI transaction flows and ensure alignment with client-specific requirements


• Track and report EDI performance metrics, including timeliness, completeness, and error rates


• Serve as the point of contact for clients regarding EDI compliance and performance for your respective region.


• Analyze client key performance indicators gaps, data quality, and visibility to improve performance, escalating to the Global Performance and Training Manager when necessary.


• Assess support interactions based on established performance and quality standards


• Monitor trends and provide recommendations for the design and facilitation of forwarding and operations training courses and associated performance and quality standards.


• Facilitate training to operational field within your region as assigned or deemed necessary.


• Deploy as part of a field team as needed for site visits.


• Supervise frontline Performance and Training staff as assigned.


• Other duties as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

• Job requires the ability to use vision, adjust focus and work on a standard computer screen


• Job may require extended sitting or standing, use of standard office equipment

OTHER SKILLS/ABILITIES

• Excellent communication skills with the ability to convey ideas effectively, listen intently, develop strong training content, and drive adoption across functions and teams.


• Ability to deal with ambiguity—given an open-ended task, can achieve great work with minimal supervision.


• Self-motivated and goal oriented with strong organization skills and an excellent attention to detail.


• Creative and problem-solving skills to invent new ways to accommodate the learning needs of contemporary learners.


• Technical competence in using modern technology to develop training content.


• Experience in working with end users to elicit and document requirements.


• Empathy for end users - craft intuitive workflows that improve user experience.


• Strong collaboration and teamwork skills in a small setting, as well as across different geographic locations.


• Ability to focus on high quality work while under pressure; drive short-term actions that are consistent with long-term goals.


• Advanced knowledge of MS Office, Visio, MS Teams, MS Project and other Microsoft learning and collaboration tools.

EDUCATION AND EXPERIENCE

• Bachelor’s degree.


• 2+ years of experience as an analyst.


• Experience working in a global multi-cultural environment.


• Experience in the Logistics industry preferred.


• Familiarity with eLearning development tools such as Camtasia, Adobe Captivate, or similar is a plus.


• Proficient with MS Office or related office suite software

CERTIFICATIONS AND LICENSES

• Professional certification may be required in some areas

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.