This position has responsibilities for planning, preparing, and delivering training to SYKES customer services agents (new and existing) using diverse learning methodologies including classroom instruction in a learner-led environment, active classroom techniques, small and larger group activities and self-directed learning. This position also requires one-on-one mentoring and coaching of Customer Service Agents. Monthly phone time handling customer contacts, is required to maintain proficiency. This position also includes training other trainers on proper facilitation skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adherence to SYKES policies on ethics and integrity.
Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties.
Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
Lead, inspire and provide positive and constructive coaching and feedback to learners.
Ability to flip instructor-led training into learner-led facilitation engaging all employees for a minimum of 80% of their learning.
Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources.
Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.
Ability to prioritize workload, complete reporting/administrative tasks during learner’s self-study or small group exercises to meet deadlines with minimal overtime.
Administer effective evaluation and testing techniques to assess trainee performance.
Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools.
May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert.
Become a subject matter expert and may assist with development of training materials
Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable.
Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
Communicates with management, support agents, and client representatives using professionally written email, letters and memos.
Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.
Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams
Handles required number of customer interactions or number of hours handling customer contacts each month to maintain proficiency.
Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance.
May perform other additional duties and responsibilities as assigned.
No direct supervisory responsibilities, but indirectly supervises 14-30 customer support agents assigned to training programs that varies in duration from three (3) days to ten (10) weeks and averages four (4) weeks.
EDUCATION and/or EXPERIENCE
High school diploma or equivalent; Associates Degree (A.A.) or the equivalent from a two-year college or technical school preferred. Minimum of two years’ experience in classroom (physical or virtual) training is required and 2+ years of call center experience is preferred. SYKES Facilitator Certification is required.
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.
Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up
Must meet SYKES and Client Facilitator Certification Requirements and proven ability to train other trainers on Active Learning Techniques.
New Hire classes, for past 4 training classes, must be meeting or exceeding performance requirements within allowed learning curve, during the first 30 days of handling customer contacts.
Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan (Internal Candidates)
A one (1) year commitment as Trainer II before applying for another position
Subject matter expert for current client
Demonstrate strong knowledge of curriculum and ability to facilitate curriculum using Learner Led methodologies during certification, train-the-trainer sessions and classroom assignments
Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction
Strong computer and software navigation skills including ability to troubleshoot basic technical issues is require
The use of Microsoft Office, as an advanced user of the tools, primarily Excel and PowerPoint are required.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform 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 required to speak to large audiences and listen to both large groups and individuals. For Classroom trainers, standing/walking for long periods of time, up to 8 hours a day and for Virtual trainers, sitting for long periods of time, up to 8 hours a day is required. Use hands to finger, handle, or feel and reach with hands and arms is required. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include distant and close vision, and ability to adjust focus.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:
Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
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. It is 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.