Job Title: Customer Service Trainer I Job Code: 10251 Department: Call Center Operations Last Updated: 1/21/2012 |
Responsible for the delivery of 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. To facilitate organizational flexibility and quality of training, this position is also responsible for providing customers and end users technical phone support.
ESSENTIAL DUTIES AND RESPONSIBILITIES
? Adherence to SYKES policies on ethics and integrity. ? Administers effective evaluation and testing techniques to assess trainee performance. ? Assure preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props and other training supplies. ? Communicates with management, support agents, and client representatives using professionally written email, letters and memos. ? In collaboration with account and center management, conducts needs analysis using methods such as agent testing, remote quality monitoring and performance tracking. ? Delivers classroom instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills. ? Focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company. ? Mentors individual customer support agents during extended periods of time when not engaged in classroom instruction. ? Prepares and organizes instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests. ? Reviews course materials and trainee information, preparing for training delivery. ? Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary. ? Provides customers and end users with product and/or technical phone support by: o Receiving transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes? clients. o Determining appropriate action to be taken on customer?s behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution. o Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards. ? Incorporates skills obtained while providing technical phone support in future customer support agent training course development. ? May perform other additional duties and responsibilities as assigned.
None Yes (See ?General Management Duties and Responsibilities? addendum) No direct supervisory responsibilities, but indirectly supervises 14-20 customer support agents assigned to training programs that varies in duration from three (3) days to five (5) weeks.
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. ? Training and nesting completed ? Meet metrics ? Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan ? Ability to use personal computers and log onto internal networks; Ability to use word processing, spreadsheet, and e-mail applications; Ability to access Internet resources and use web browser applications ? Ability to accept varied schedules as needed
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. One year experience in customer support required. Experience in classroom training or corporate mentoring, preferably in a call center environment preferred.
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. REASONING SKILLS 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. WORK ENVIRONMENT 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.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...