This position plans, prepares, and delivers 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.
Contact center experience preferred.
Excellent facilitation skills required.
Intermediate computer skills preferred.
Sykes is an equal opportunity employer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Adherence to SYKES policies on ethics and integrity.
Deliver and facilitate 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.
Analyze course materials and trainee information, preparing for training delivery.
Mentor individual customer support agents during extended periods of time when not engaged in classroom instruction.
Prepare and organize instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests.
Assure preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props and other training supplies.
In collaboration with account and center management, conduct needs analysis using methods such as agent testing, remote quality monitoring, and performance tracking.
Communicate with management, support agents, and client representatives using professionally written email, letters and memos.
Assess training programs for completeness and accuracy, recommending revisions or additions when necessary.
Administer effective evaluation and testing techniques to assess trainee performance.
Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
May perform other additional duties and responsibilities as assigned.
Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and...