Trainer II Fayetteville, NC in Fayetteville, NC at SYKES JOBS

Date Posted: 10/7/2018

Job Snapshot

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Job Description

Trainer II - Fayetteville, NC

This position has responsibilities for planning, preparing, and delivering training to SYKES customer services agents (new and existing) using diverse learning methodologies including classroom instruction in a learner-led environment, active classroom techniques, small and larger group activities and self-directed learning. This position also requires one-on-one mentoring and coaching of Customer Service Agents. Monthly phone time handling customer contacts, is required to maintain proficiency. This position also includes training other trainers on proper facilitation skills.

> Adherence to SYKES policies on ethics and integrity.

> Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties.

> Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.

> Lead, inspire and provide positive and constructive coaching and feedback to learners.

> Ability to flip instructor-led training into learner-led facilitation engaging all employees for a minimum of 80% of their learning.

> Ability to address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources.

> Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.

> Ability to prioritize workload, complete reporting/administrative tasks during learner’s self-study or small group exercises to meet deadlines with minimal overtime.

> Administer effective evaluation and testing techniques to assess trainee performance.

> Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools.

> May be responsible for training other trainers on facilitation skills, client training or other training requirements within current program/site or other programs/sites as a facilitation expert.

> Become a subject matter expert and may assist with development of training materials

> Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable.

> Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.

> Communicates with management, support agents, and client representatives using professionally written email, letters and memos.

> Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.

> Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams

> Handles required number of customer interactions or number of hours handling customer contacts each month to maintain proficiency.

> Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance.

> May perform other additional duties and responsibilities as assigned.


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