Customer Service Training Supervisor
USA Waste and Recycling
USA Waste and Recycling, Inc
USA Waste is at the forefront of waste hauling and processing - innovating every step as we work to find the best solutions for safe and efficient residential and commercial services. From building the country's largest state-of-the-art recycling facility to powering our buildings with solar energy and fueling our trucks with all-American natural gas, we are committed to you, our communities, and the planet.
Our story started with a single truck. In 1974, founder Guy "Sonny" Antonacci and his wife, Mary Ann, began Somers Sanitation - named after our hometown of Somers, Connecticut. Today, three generations of family and a dedicated team of professionals are leading our companies into the future. While our fleet, facilities, services, and family have all grown, we take pride in continuing to operate our businesses based on the fundamental principle that has guided us since the beginning - to provide exceptional service and innovation to the communities and people we serve.
Join a team committed to taking big leaps forward to remain at the forefront of sustainability.
Some see waste. We see possibilities.
Position Summary:
The Training Supervisor is responsible for the design, development, and continuous improvement of the customer service training programs. This role is responsible for training strategy, curriculum design, material development, documentation, and training effectiveness measurements across the Customer Service organization.
The Supervisor provides oversight and direction to Trainers, ensures training aligns with operational needs, systems, service standards, and customer experience objectives, and partners closely with Customer Service leadership, Operations, and cross-functional stakeholders.
Role and Responsibilities:
Training Strategy, Design & Development
- Owns the design and maintenance of customer service training programs, including new hire onboarding, reinforcement, refresher, and change-driven training.
- Develops and updates training materials and such as facilitator guides, learner guides, job aids, reference documentation, and e-learning content.
- Maintain knowledge management system and ensure training content is accurate, current, and aligned with company policies, systems, workflows, and service standards.
- Establishes training standards, structure, and cadence to support consistency and scalability.
Training Oversight
- Provides leadership, guidance, and prioritization to Trainer(s) to ensure effective training delivery.
- Ensures training plans align with operational readiness, performance goals, and business timelines.
- Maintains training documentation standards, version control, and record management.
- Oversee knowledge management practices related to training and customer service operations.
Performance Alignment & Effectiveness
- Partners with Customer Service leadership to identify training needs based on performance trends, quality results, customer feedback, and operational changes.
- Evaluates training effectiveness and recommends improvements to content, delivery methods, or reinforcement strategies.
- Supports quality programs, coaching frameworks, and skill development initiatives through targeted training design.
Change & Cross-Functional Collaboration
- Partners with Systems, IT, Operations, and Project teams to support system launches, process changes, acquisitions, and pilots.
- Ensures training is integrated into broader change management and operational rollout plans.
- Supports continuous improvement by incorporating frontline feedback and performance insights into training updates.
Knowledge, Skills, and Abilities:
- Strong instructional design and training program management skills
- Ability to translate complex systems and processes into structured learning experiences
- Strong leadership, planning, and prioritization skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Comfortable working cross-functionally in evolving environments
- Proficient in Microsoft Applications
Requirements:
- High School diploma or equivalent
- 4-6 years of experience in customer service training, instructional design, or learning program ownership
- Experience supporting contact center or service environments
- Experience leading training initiatives or supervising training functions preferred
- Familiarity with learning platforms, documentation tools, and customer service systems
- Waste and recycling industry experience preferred
This Position Features:
- Family-Oriented Environment
- Excellent Benefits and Bonus Potential
Physical Demands:
Listed below are key points regarding the job's environmental demands and work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) for most of the workday.
- Required to exert physical effort in handling objects less than 30 pounds rarely.
- This position requires on-site presence at our Enfield, CT location, and remote work arrangements are unavailable for this role.
- Local travel
USA Waste and Recycling, Inc. EEO Statement: The Company is committed to and supports equal employment opportunity and affirmative action to all employees and applicants. Equal employment opportunity means equal treatment of employees and applicants without regard to the following legally-protected characteristics: race, color, religion, creed, sex (gender identity), pregnancy (including childbirth and related medical conditions), sexual orientation, marital status, national origin, ancestry, age, medical condition, genetic information (including characteristics and testing), veteran status, physical or mental disability status or any other legally-protected status.
