Intake Training Supervisor – LATAM

About the role

Ovation Law Firm is seeking a proactive and organized Intake Training Supervisor to lead training initiatives for its LATAM intake team. You will design, deliver, and continuously improve training programs that ensure new hires and existing staff provide an exceptional client experience.

Key responsibilities

• Develop and maintain training materials, agendas, assessments, and learning resources.
• Plan and manage new‑hire onboarding, ongoing intake training, and new client implementation schedules.
• Monitor training effectiveness through KPIs and implement data‑driven improvements.
• Lead, coach, and evaluate trainers, providing performance feedback.
• Identify training gaps via performance analysis and create action plans.
• Collaborate with Operations, QA, and Leadership to align training with business goals and quality standards.

Required profile

• Minimum 5 years of training experience, including at least 3 years in a leadership role within a BPO, call center, or high‑volume environment.
• Proven experience in new client implementation, LMS content creation, and customer‑service curriculum development.
• Strong English communication skills and ability to translate data insights into actionable training strategies.
• Excellent organizational, stakeholder‑management, and accountability skills.

Required skills

• Data analysis
• KPI reporting
• Learning Management System (LMS) content creation
• Instructional design