Training Supervisor

Training Supervisor – VXI Egypt (BPO Industry)Location: Cairo, EgyptIndustry: BPO / Contact CenterPosition SummaryThe Training Supervisor is responsible for leading and supporting the training function within a fast-paced BPO environment, ensuring effective onboarding, continuous learning, and performance improvement initiatives across operations. The role focuses on driving training quality, learner engagement, operational readiness, and alignment with client expectations and business objectives.Key ResponsibilitiesSupervise and support a team of Trainers to ensure effective learning delivery and operational readinessManage new hire onboarding, product training, refresher sessions, and upskilling initiativesEnsure all training materials, SOPs, and learning content are updated and aligned with client requirementsMonitor training effectiveness through assessments, nesting performance, KPIs, and post-training evaluationsPartner with Operations, Quality, and Workforce teams to identify performance gaps and training needsConduct training observations and coaching sessions while providing developmental feedback to Trainers and TraineesTrack and report training metrics including throughput, training attrition, and early production performanceSupport calibration sessions and ensure training consistency across programsDrive engagement initiatives within training classes to enhance learner experience and retentionAssist in creating action plans to address performance trends and operational challengesEnsure compliance with company policies, client expectations, and operational standardsParticipate in client meetings and provide training-related updates when requiredKey Performance Indicators (KPIs)Training ThroughputTraining AttritionNesting PerformanceEarly Production PerformanceKnowledge Assessment ResultsEmployee Engagement & RetentionTraining Effectiveness ScoresQualifications & RequirementsBachelor’s Degree2–4 years of experience in Training, Learning & Development, or Operations within a BPO / Call Center environmentTelecom experience is considered a plusAt least 1 year of experience in a supervisory or Team Lead role is preferredStrong facilitation, coaching, and presentation skillsExcellent communication and stakeholder management abilitiesStrong analytical and reporting skillsExperience with training metrics, performance management, and adult learning principlesAdvanced knowledge of Microsoft Office tools, especially Excel and PowerPointAbility to work in a fast-paced and dynamic environmentCore CompetenciesTraining Delivery & FacilitationCoaching & Performance DevelopmentStakeholder ManagementPerformance AnalysisCommunication & Presentation SkillsOperational ReadinessProblem Solving & Decision MakingTeam LeadershipWork EnvironmentFast-paced, operationally driven BPO / Contact Center environmentRotational shifts may be required based on business needs