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Training Specialist I

Training Specialist I

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Job Title: Training Specialist I Job Code: 11011 Department: Learning Services Last Updated: 06/01/2017 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. Assures representatives are proactively offering Frontier products on every viable occasion. 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 May perform other additional duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES None Yes (See