SUMMARY The Technical Trainer plans, prepares, and delivers account-specific skills training to SYKES customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-Learning opportunities. The Technical Trainer focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company. ESSENTIAL DUTIES AND RESPONSIBILITIES: Adherence to SYKES policies on ethics and integrity Deliver and facilitate classroom instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills’ Analyze course materials and trainee information, preparing for training delivery Mentor individual customer support agents during extended periods of time when not engaged in classroom instruction Prepare and organize instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests’ Assure preparation of the instructional site, including Configuration, network connectivity, audio-visual equipment, props and other training supplies’ In collaboration with account and center management, conduct needs analysis using methods such as agent testing, remote quality monitoring, and performance tracking Communicate with management, support agents, and client representatives using professionally written email, letters and memos’ Assess training programs for completeness and accuracy, recommending revisions or additions when necessary Administer effective evaluation and testing techniques to assess trainee performance Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management. SUPERVISORY RESPONSIBILITIES14-20 customer support agents who are assigned to training programs that varies in duration from three (3) days to five (5) weeks. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions’ Ability to use personal computers and log onto internal networks; Ability to use word processing, spreadsheet, and e-mail applications; Ability to access Internet resources and use web browser applications Ability to accept varied schedules as needed. EDUCATION and/or EXPERIENCE Associates Degree (A.A.) or the equivalent from a two-year college or technical school. 2-3 years’ experience in classroom training or corporate mentoring, preferably in a call center environment; Equivalent of one year experience in each curriculum topic through education and/or work experience LANGUAGE SKILLS Ability to demonstrate excellent grammar, spelling, and written communication; Ability to write reports, business correspondence, technical instructions, and procedure manuals; Ability to read, analyze, and interpret professional journals related to training delivery and instructional design; Ability to give public presentations and respond to questions from observers and participants. REASONING SKILLS Ability to conduct analysis of educational/training programs using principles of adult learning theory; Ability to interpret client needs and contribute to effective training solutions; Ability to define agent performance deficits and recommend training approaches to resolve specific gaps. MATHEMATICAL SKILLS Ability to apply mathematical concepts such as fractions, percentages, ratios, and proportions to practical situations; Ability to allocate and budget training hours based upon management expectations; Ability to track individual and group agent performance metrics and quality measurements, contrasting with similar statistics from larger or extended groups of agents. TIME MANAGEMENT SKILLS Ability to prioritize tasks and allocate the required hours to accomplish expected duties. Ability to pace the delivery of classroom training, to achieve optimal results. COMMUNICATION SKILLS Ability to work in a dynamic team environment, facilitating and valuing the contributions of other staff members; Ability to relate well with individual employees, affirming positive behaviors and constructively coaching behavior shortfalls; Ability to receive and act upon constructive feedback. GROUP FACILITATOR SKILLS Ability to engage groups of learners in the classroom environment, so as to achieve an interactive training environment; Ability to respond and adapt to various learning styles demonstrated among learners; Ability to ask key questions and lead discussions; Ability to field questions from learners and respond appropriately to the need for clarification or feedback; Ability to creative dynamic training activities in the classroom setting. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit, use hands to hold or use objects, tools, or controls. The employee infrequently required to stand, walk, and reach with hands and arms. Occasionally, the employee must stoop, kneel, crouch, or crawl. The employee is required to use the voice to speak daily, often for lengthy periods of time and at projection levels to be easily heard by large groups of individuals. Additionally, the employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close reading and the ability to adjust focus.
SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.
EEO/AA/M/F/Vet/ Disability. DISCLAIMER The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. Itis not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required qualifications, skills and experience
SECURITY COMPLIANCE Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs toprotect SYKES’ business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES’ employees. ETHICS COMPLIANCE Sykes Enterprises is firmly committed to conducting business incompliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company’s policies. Employees are always encouraged to observe the highest standards of professionalism and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity. Job Title: Customer Service Trainer I Job Code: 10251Department: Call Center Operations Last Updated: 1/21/2012 SUMMARY Responsible for the delivery of account-specific skills training to SYKES customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-Learning opportunities. To facilitate organizational flexibility and quality of training, this position is also responsible for providing customers and end users technical phone support. ESSENTIAL DUTIES AND RESPONSIBILITIES: adherence to SYKES policies on ethics and integrity Administers effective evaluation and testing techniques to assess trainee performance Assure preparation of the instructional site, including Configuration, network connectivity, audio-visual equipment, props and other training supplies’ Communicates with management, support agents, and
Desired qualifications, skills and experience
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