Job Title: Training Specialist I - Expedia
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.