GCS Senior Training Supervisor

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we’re here to delight them from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform worldwide.
StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating.  
In this role, we are looking for someone who demonstrates strong leadership skills, possesses experience in leadership, training and development, and exhibits a deep understanding of call center operations and customer service principles. The Sr. Training Supervisor role is responsible for managing a team of trainers and overseeing the implementation and evaluation of training programs. We aim to be recognized as the best and most trusted customer experience brand in the world!
This Full-Time position may require weekend, holiday, daytime, and/or evening hours.
This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.  

What You'll Do

• Lead and support a team of training professionals, providing guidance, mentorship, and performance feedback.
• Gather, analyze, and interpret training performance data to assess training effectiveness, identify trends, and make data-driven decisions for continuous improvement.
• Conduct regular evaluations of training programs and sessions, gather feedback from trainers, trainees, and stakeholders, and utilize insights to refine training delivery methods and effectiveness.
• Communicate regularly with key stakeholders, including senior management, department heads, and BPO partners, to provide updates on training initiatives, share performance insights, and solicit feedback and support for training objectives and strategies.
• Work closely with international BPO partners to coordinate training initiatives, share best practices, and align training standards and procedures to ensure consistency and effectiveness of training.
• Partner with Instructional Design to ensure internal content is updated and maintained.
• Deliver effective training including new hire training, nesting/on the job training and ongoing training as needed to continually improve the customer experience. This includes train-the-trainer sessions and training certification for outsource teams to be able to conduct training for their site.
• Stay updated on industry trends, best practices, and emerging technologies related to call center operations and training methodologies, incorporating new insights and innovations into training programs.

Who You Are

• Driven: Works autonomously while creating transparency into the overall plans and outcomes through open communication and cross functional involvement. Ability to manage multiple initiatives and timelines to meet deadlines, while remaining flexible to adapt to business needs while being meticulous about the details.
• Communication: Strong interpersonal, organizational and communication skills (written & verbal). Clear and concise communication skills for effectively conveying training information and performance data.
• Action oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Finds creative solutions to business problems.
• Collaborates: Works cooperatively with others across the organization to achieve shared objectives. 
• Situational adaptability: Adapting approach in real time to match the shifting demands of different situations.
• Global perspective: Taking a broad view when approaching issues, using a global lens.
• Business insight: Applying knowledge of business and the marketplace to advance the organization’s goals.

What You've Done

• Bachelor’s degree in training, education, facilitation, or similar. Equivalent work experience considered.
• 2+ years in customer service leadership, including training & quality leadership experience.
• Knowledge of call center operations, including customer service techniques, call handling procedures, and performance metrics.
• Proficiency in utilizing vario