Wf Transition Supervisor (Monterrey)

Look out for the well-being, satisfaction, and development of new hire population during the training, nesting, and operations stages, specifically until the 1st week of operations; ensuring all stakeholders participate to guarantee a smooth and effective transition between training-nesting and nesting-operations. Responsibilities and duties - Join the new hire training classes to observe : knowledge being provided, interaction quality between trainers and new hires, satisfaction levels; as well as identifying areas of opportunity and / or raising flags about gaps during the classes; while not in nesting. - Have a proactive attitude around areas of opportunities and / or innovation options when identified. - Provide visibility to all stakeholders about any anomaly or schedule / process changes during the first 30 days of the new hire journey. - Promote and incentivize the appropriate delivery of each stage (training, nesting & operations) having new hire satisfaction as the top priority, minimizing negative experiences to the minimum and loyalty out of this population. The transition supervisor will only be fully responsible for the nesting stage. - Follow the regular channels to suggest any schedule and or process change, going 1st to the operations manager. - Coordinate the appropriate delivery of all client consultation sessions during the training period, as well as the staff team introduction. - Complete a handout session with the Trainers of each class, 2 business days before the class hits Nesting. - Audit that development is provided to new hires during nesting; delivered by the assigned resources during this 2 period (mentors & trainers), as well as auditing the content of said sessions, ensuring the appropriate delivery of the same. - Provide recommendations to the nesting resources with respects to : coaching sessions content, approach during said sessions, tools to be used during said sessions; it all based on floor observation. - Ensure the completion of live assisted sessions, as follows : - 1 during the first nesting week, by nesting resources (Trainers and Mentors) - 1 during the second nesting week, by the QA team. - Raise any red flag to direct report, during Planning of the week meeting. Make 1st attempt of retention and if unsuccessful, pass over retention to SOM or Training Manager. Transition Supervisor can only move on with a removal process if either SOM or Training Manager approve. - Audit the completion of a minimum of 1 GTKY session and 1 coaching session for all new hires, by requesting this data to the responsible Operations Manager and checking on Nexus. - Work with supervisors during operations stage to suggest content of developmental sessions and approach for the same. - Have appropriate time management, with all deliverables worked within shift. - Oversee the successful delivery of all transitions by their stakeholders, specially the nesting period. - Hold a weekly business review between operations and training to provide visibility and updates on each stage. 3 - Deliver all tasks required by direct report in a timely manner. - Work for the compliance of the KPIs for each Line of Business - Inquisitive and analytic. - Solving problem capacity. - Ability to have clear communication both verbally and written. - Ability to communicate and collaborate with support areas. - Assertive communication. - Stress management. - Emotional intelligence. - Time management. - Teams' management skills. - Detail oriented. - Team-work ability. Qualifications - Minimum 5 months tenure within CP360 - 85% attainment average in the last 3 months. - 80% quality average in the last 3 months, - Pass the operations interview. What we looking for : - Experience in a related field - Full Availability to work 48 hours schedule 6 days a week

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