Sykes is hiring a Technical Trainer at our Fayetteville site. In this role you will be responsible for planning, preparing, and delivering 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. Come work with us!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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
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.
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.
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, so as to achieve optimal results.
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.
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 is frequently 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 so as 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.
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 to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
Sykes Enterprises 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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the Sykes Code of Ethics and Standards of Integrity.