Customer Services Training and Development supervisor

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Customer Services Training and Development Supervisor

Who We Are

Essity is a global leader in health and hygiene with our corporate headquarters in Stockholm, Sweden, and North American headquarters in Philadelphia, PA. We are a multi-billion-dollar company that is committed to breaking barriers to well-being. Essity does this through innovative brands in the areas of Professional Hygiene, Consumer Goods, and Health & Medical Solutions.

Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being. At Essity you will find a caring and compassionate culture where we remain grounded in our beliefs & behaviors.

At Essity: This Is What We Do

About the Role

Essity Health and Medical Solutions is looking for an experienced Customer Services Training and Development Supervisor who will be r esponsible for enhancing customer engagements experiences pertaining to interpersonal/telephony skills, product knowledge, technological processes, and policy adherence though effective and evaluated training creating a knowledgeable and proficient team for all Health and Medical Solutions customer channels and product brand groups.

The ideal candidate should/could live in Charlotte, NC

We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.

What You Will Do

• Develop and deliver comprehensive onboarding training
• Establish metrics to evaluate and measure training programs and staff proficiency • Improve onboard training time
• Actively analyze the training & developmental needs of the department and design continuous improvement agendas to address needs
• Perform individual skills assessments as needed
• Design, implement and manage advanced skills certification programs
• Effective integration knowledge transfer
• Liaise with internal commercial partners as conduit of product launch training and discontinuation communication
• Provide department personnel with reference & resource materials (digital and/or print)
• Evaluate & recommend knowledge & training database platform
• Develop content and maintain knowledge & training database platform
• Conduct role-playing exercises to develop interpersonal & process skills
• Establish, document, and maintain all department procedures and records in accordance with both FDA and ISO guidelines
• Collaborate with team leaders and department managers to assess training needs
• Prepare and train department on all relevant EWoW (SAP S/4 & C/4) processes
• Boost employee morale through continuous development efforts

Who You Are

• Bachelor's Degree in Related Field
• APTD Certification at a minimum, CPTD Certification preferred
• Five (5) Years' experience in a lead training & development role
• Experience in a Customer Service or Contact Center environment preferred
• Experience in developing and maintaining digital training platforms and/or knowledge databases
• Proven track record of skill proficiency KPI development
• Experience in creating onboarding as well as advanced skills certifications programs
• Experience in medical or other regulated setting beneficial
• Proficiency in Microsoft Office applications
• Skilled at creating both interpersonal and technical training curriculum
• Ability to adapt to multiple adult learning styles
• SAP and CRM applications experience beneficial
• Strong organizational skills, including project planning & execution
• Superior communication skills

About Our DEI Culture

Guided by our Beliefs & Behavior, our culture is the foundation that connects our history with our future. At Essity, care, collaboration and inclusion are more than buzzwords, they are practiced on an everyday basis. And with a purpose of breaking barriers to wellbeing, promoting gender equality and enable customers and consumers to lead a fuller life at all stages of life, DEI is in our core.

As we work in diverse teams across geographies, cultures and professional areas, inclusive leadership is something we expect from ourselves and each other. In our leadership platform, we express this as leveraging the power of differences. From experience we know that diverse and inclusive teams are key to innovate and profitably grow our business while simultaneously address our ambitious climate targets.

What We Can Offer You

At Essity, we believe everyone's learning and professional development is unique and want to empower employees to reach their full potential in a winning culture motivated by a powerful purpose.

Compensation and Benefits:

Competitive annual salary + annual incentive bonus + benefits

Pay offered may vary depending on multiple individualized factors such as knowledge, skills, and experience.

Along with competitive pay you will be eligible for the following benefits:

• United Healthcare PPO / EyeMed Vision Insurance / Delta Dental Insurance
• Wellness program provided through Rally
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match and annual employer base contribution
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• PTO offering with Paid Holidays
• Voluntary benefits to include: critical illness, hospital indemnity, and accident insurance
• Employee discounts program
• Scholarship program for children of Essity employees.

Collaborative and Caring Culture | Empowerment & Engaged People | Work with Impact and A Powerful Purpose | Individual Learning & Career Growth | Health & Safety Priority | Sustainable Value Together| Innovation| Sustainable Working Life | Competitive Total Rewards

Additional Information

The Company is committed to equal employment opportunity and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.

If you require reasonable accommodation as part of the application process please contact [email protected]

Together, we are improving lives, every day

Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.

Application End Date: