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Training Specialist I - Expedia

Training Specialist I - Expedia

Job ID 
2017-60091
# Positions 
3
Location 
US-FL-DeLand
Posted Date 
12/4/2017

More information about this job

Overview

 

 

Sykes Expedia Logo 2 (002)

 

 

 

 

Job Title: Training Specialist I - Expedia 

 

GENERAL PURPOSE:

This position is responsible for facilitation and support functions related to training to ensure superior Customer experience and fulfillment of business objectives. Specialist delivers residential customer training to new hires/current employees using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-Learning opportunities.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Ø Adherence to SYKES policies on ethics and integrity.

 

Ø Delivers all applicable system training, demonstrating effective communication, presentation, media application, questioning, conflict resolution, and employee management skills.

 

Ø Prepares and organizes instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests. Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary.

 

Ø Administers effective evaluation and testing techniques to assess, measure, and track trainee progress and performance through training curriculum to determine if the individual is ready to perform the needed work.

 

Ø Provides feedback to the supervisory staff on the performance of individual employees.

 

Ø Handles inbound calls (where allowed) to identify training opportunities and suggest methods for improving employee/team performance. Incorporates

skills obtained while providing technical phone support in future customer support agent training course development.

 

Ø Listens to inbound calls (where allowed) from employees to assure compliance with company standards. 

 

Ø Mentors and assists representatives with problem resolution and troubleshooting to resolve customer issues.

 

Ø Works closely with Certification Workforce Management, coaches, and directors and serves as a positive link between operations staff and employees.

 

Ø Supervises new hire employees and focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company.

 

Ø Assures preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props and other training supplies.

 

Ø Participates in calibration sessions directed by the training group to closely monitor adherence standards.

 

Ø Collaborates with Call Center Operations Management in monitoring Representative skill levels, team schedule adherence, attendance, and compliance with Center performance measures and metrics.

 

Ø Bilingual (spanish speaking) prefered but not required. 

 

Ø May perform other additional duties and responsibilities as assigned.