CES Training Transition Supervisor

CES Training Transition Supervisor

Location:Charlotte, NC, US, 28217

Workplace Environment: Hybrid

Company: AmeriGas Propane, Inc.

Requisition Number: 27196

Charlotte, NC Office: 5016 Parkway Plaza Blvd., Charlotte, NC 28217

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Posting

Job Summary (Purpose):

A Customer Engagement Services (CES) Training Nesting Coach specializes in supporting new contact center agents during their critical transition from classroom training to live customer interactions. This role provides structured guidance through side-by-side shadowing, real-time coaching to help new agents successfully navigate their first weeks for the all-customer contact channels while building confidence and competence.

Duties and Responsibilities:

- Supervises, coaches, and motivates Nesting Coaches and Call Center agents; ensures individual and team performance to training metrics, quality assurance objectives, attendance and accountability expectations.

- Monitors performance evaluations and assessments to provide timely coaching to staff to improve effectiveness and productivity; conducts regular 1:1 feedback.

- Works collaboratively with peers, colleagues, and leadership across the organization to effectively implement new programs, achieve strategic business plans, and improve business performance; contributes to special projects.

- Assist Learning and Development Trainers/Facilitators in classroom training by monitoring and evaluating employee participation, as well as conduct role play evaluations.

- Coordinate and assist the nesting shadowing program for new agents during their initial phone, chat, and email interactions, providing immediate feedback and guidance.

- Create personalized development plans based on each agent's strengths and growth areas.

- Assist with troubleshooting technical issues and navigating complex customer service request and systems.

- Conduct daily huddles to address common challenges and celebrate early wins.

- Provide side-by-side coaching during difficult customer interactions.

- Serve as a bridge between formal training and contact center management.

- Evaluate employee performance, works with L&D Manager and CES Leaders to determine trends and areas for continuous education.

- Collaborate with Technical Writers and Instructional Designers to create and maintain end user documentation including, step by step procedures, job aids, and standard operating procedures.

- Support CES Management through audits and coaching to ensure individual and team performance to goals, service level agreements and quality metrics, in compliance with client expectations; uses performance management process when necessary.

- Proactively engages employees to build positive morale; fosters a fun and productive environment.

Knowledge, Skills and Abilities:

- Strong knowledge of contact center metrics and quality standards

- Excellent communication skills with ability to provide constructive feedback.

- Patience and empathy for the challenges faced by new agents.

- Familiarity with contact center technologies and troubleshooting processes.

- Understanding of how adults learn best, including the importance of relevance, active participation, and practical application.

- Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).

- Excellent listening skills

- Strong desire and aptitude for employee training and development

Education and Experience Required:

- BS/BA in Business, Learning & Development or a related field or equivalent work experience.

- 2+ years’ experience in contact center operations or customer service roles,

- Demonstrated expertise in call handling techniques and customer service best practices.

- Demonstrated experience is employee coaching and development.

- Demonstrated knowledge of adult learning theory and instructional design

- Excellent facilitation and presentation skills in virtual and face to face classroom delivery.

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

Nearest Major Market: Charlotte