Training Administration Supervisor

4 weeks ago

Norfolk, United States Booz Allen Full time

Training Administration Supervisor
**The Opportunity**:
As a professional in shared delivery, you have the experience and skills to ensure our Delivery Hub operations are effective, efficient, timely, and valuable for internal and external clients. You know how to interface with internal and external customers and leadership to understand needs and gain insight on shared delivery performance.

You will be providing leadership support for escalated Training Administration inquiries from employees and vendors within the response service level agreement. Educate and provide policy guidance on People Services related inquiries to teams and customers. As Supervisor of the Training Administration team, you will oversee the management and administration of learning courses available to all employees, including internal classes provided by Booz Allen and external classes hosted through 3rd party vendors. Your team will support facilitation of New Hire Orientation. Due to the nature of work performed within this facility, U.S. citizenship is required.

**How You’ll Contribute**:

- Oversee and supervise a team of training specialists who provide customer service and support to employees, managers, vendors, and government agencies escalated benefit and leaves inquires and reporting.
- Ensure the team’s inquiry volume is managed, transactions are completed timely and accurately, and customer service standards are met.
- Direct the distribution of work activity among the teams to maintain a balance of activity and perform quality assurance checks on employee transactions.
- Oversee and manage vendor activity in support of the work required to be accomplished.
- Provide coaching and guidance to improve staff performance and capabilities, and identify training needs.
- Develop staff in technical and soft skills.
- Create an environment that promotes customer service, teamwork, and accountability.
- Be responsible for team performance goals and lead efforts to continuously improve the service delivery.
- Maintain quality operations by monitoring and reviewing calls, reviewing case notes, and reviewing individual and team performance to determine areas for improvement.
- Ensure sensitive information handled by the team remains confidential and protects personal information when processing all transactions and addressing employee inquiries, in line with the organizations data privacy requirements.
- Ensure compliance with departmental practices and applicable local, state, and federal laws and regulations.

Ready to build the future of shared delivery for the better?

Join us. The world can’t wait.

**You Have**:

- 5+ years of experience managing or leading a team of training specialists or a training program
- Experience facilitating in-person and online training to groups of 20+ people
- Experience using Microsoft Office programs such as Word, Excel, and Outlook
- Knowledge of Service Center and shared service technology procedures and best practices
- Ability to manage teams, clients, stakeholders, and workflow in a service center environment
- Ability to build strong relationships with COE partners as well as the business sectors to improve delivery
- Ability to address performance issues through key performance metrics and technical efficiency
- HS diploma or GED

**Nice If You Have**:

- Experience with supervising in a Help Desk or Contact Center environment in training or onboarding administration
- Experience with successfully transitioning work from Center of Expertise (COE) teams to centralized shared services teams
- Experience with tools such as Workday or ServiceNow
- Ability to foster a friendly and professional attitude to quickly develop rapport with team and customers
- Possession of strong coaching, research, and problem-solving skills
- Bachelor’s degree

**Create Your Career**:
**Grow With Us**

Your growth matters to us—that’s why we offer a variety of ways for you to develop your career. With professional and leadership development opportunities like upskilling programs, tuition reimbursement, mentoring, and firm-sponsored networking, you can chart a unique and fulfilling career path on your own terms.

**A Place Where You Belong**

Diverse perspectives cultivate collective ingenuity. Booz Allen’s culture of respect, equity, and opportunity means that, here, you are free to bring your whole self to work. With an array of business resource groups and other opportunities for connection, you’ll build your community in no time.

**Support Your Well-Being**

Our comprehensive benefits package includes wellness programs with HSA contributions, paid holidays, paid parental leave, a generous 401(k) match, and more. With these benefits, plus the option for flexible schedules and remote and hybrid locations, we’ll support you as you pursue a balanced, fulfilling life—at work and at home.

**Compensation**

At Booz Allen, we celebrate your contributions, provide you with opportunities and ch

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