Call Center Training Manager and Training Specialist
Sitel - Glasgow, KY
Do you believe in what you do? Can you feel it? Do you have what it takes? How strong is your commitment?

These are the types of questions we encourage our 60,000 associates to ask themselves every day. They are thinkers, doers, believers, achievers, leaders...

You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do.

Our growing company is currently seeking a Call Center Training Manager for our Glasgow , KY location.

Summary of Primary Job Responsibilities :
  • Responsible for delivery of client training programs managing the learning experience for associates for a site. Trains and supervises a staff of Learning Specialists. Conducts train-the-trainer sessions.
  • Designs learning strategies to fill needs as identified through analysis in partnership with Clients, Coaches and Operations Managers.
  • Conducts training programs for Agents. Monitors agent performance and provides feedback development opportunities.
  • Ensures that feedback programs provide Agents with guidance to correct problems. Orient new employees to Sitel creating a positive on-boarding experience.
Experience Target :
  • Four-year college degree or equivalent directly related work experience
  • Three to five years proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment. Solid understanding of training processes and practices for adult learners.
Skills :
  • Strong understanding of computer basics (Windows, Excel, Word, Email and Internet). Strong problem solving skills, research skills and decision-making skills. Excellent interpersonal skills. Organization and time management skills. Excellent listening, oral, and written communication skills.
Sitel offers a comprehensive benefits package. Compensation is commensurate with skills and experience. Criminal background investigation and credit check will be obtained for all candidates being considered for this position.

Sitel is an Equal Opportunity Employer

Our growing company is currently seeking a Learning Specialist for our Glasgow , KY location.

Summary of Primary Job Responsibilities :
  • Creates learning experiences that equip new and long-term Associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
  • Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance. Recommends changes to training programs.
  • Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes. Participates in identifying program needs, obtaining technical data and scheduling programs. Maintains training records.
Experience Target :
Four-year college degree or equivalent directly related work experience. At least two years customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment. Solid understanding of training processes and practices for adults. Excellent product knowledge for a specific vertical market. Excellent listening and oral/written communication skills. Strong facilitation, problem-solving, research and decision-making skills. Solid understanding and use of computer basics (Windows, Excel, Word, e-mail, internet). Organizational and time management skills. Ability to manage challenging trainees and customers while remaining in control. Good judgment and ability to express thoughts clearly and simply. Ability to work a flexible schedule.

Sitel offers a comprehensive benefits package. Compensation is commensurate with skills and experience. Criminal background investigation and credit check will be obtained for all candidates being considered for this position.

Sitel is an Equal Opportunity Employer

Monster - 3 years ago - save job - block
About this company
930 reviews
When businesses need a little help in taking care of their customers, teleservices company Sitel (formerly ClientLogic) wants to be there....