SYKES is committed to the safety and wellbeing of our employees and our communities. In response to the current COVID-19 crisis, we are working with our partners to determine a solution that allows as many current and potential employees as possible to work from home. For those who must remain in an office environment, we are taking every precaution and following the guidance of public health authorities.

Sr. Director Training and Quality

Date Posted: 03/21/2020

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Job Description

We are SYKED to be looking for a Sr. Director of Training for our Brick and Mortar and Work at Home Locations.

Are you an expert at developing and executing a comprehensive learning and development strategy? This challenging and highly visible role leads training resulting in a competitive advantage for the company in our Customer Service agent business. The ideal candidate provides direction and oversees creative learning solution development.


SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.

EEO statement

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated 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. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

Required qualifications, skills and experience


* Consults with stakeholders to create and deploy learning solutions in an environment of collaboration, transparency, & accountability.
* Leverages data to identify and solve training and quality issues
* Collaborates with business and HR leaders identify immediate, short- and longer-term learning solutions to address identified issues.
* Creates success measures and KPI for training programs
* Responsible for successful client management, new client implementation and participation in quarterly business reviews.
* Ensures training process and delivery is consistent within clients and across geographies.

Desired qualifications, skills and experience


* Bachelor's degree in Education or Instructional Design required. Master's degree preferred.
* 10+ progressive years of experience required in implementing learning systems in a complex, fast-paced contact center environment
* Work collaboratively to develop learning solutions and execute them flawlessly.
* Demonstrated success in leading a metric-driven training team that is multi-location, multi-program, and multi-client with established training practices and standards.
* Strong project and people management experience
* Involvement in developing or leading leadership development programs, especially development programs for coaches (supervisors) and classroom trainers.

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