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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.

Program Manager - Leadership and Development

Date Posted: 10/17/2020

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Job Description



We are SYKED to offer an amazing opportunity to be a leader in our Talent Manamangent team. This Program Manager will partner with North America Talent Management & Leadership Development, Operations, and Support Groups to facilitate the design, build and launch of online, instructor-led, and blended learning experiences.

This position has oversight for the overall design process including, but not limited to, ensuring any training materials meet the needs of learners, uphold high-quality standards, leverage innovative technologies, use blended learning solutions, and demonstrate ROI. This includes leadership development programs and other operational functional training across various roles in North America and requires a strong global partnership to leverage and share best practices and resources.

About SYKES

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

EOE / Veteran / Disabled

Required qualifications, skills and experience

WHAT YOU WILL DO:

* Partners with Talent Management & Leadership Development, Operations, and Support Group Leadership to identify needs and create development programs and resources.
* Directs the design of learning based on role-specific needs; uses expertise to apply learning principles, industry learning trends, and the delivery capabilities.
* Defines the scope, objectives and timing of projects, involving all relevant stakeholders.
* Drives learning product innovation and measurement; demonstrates the ability to show ROI on training effectiveness.
* Directs and communicates learning requirements and collaborates with Instructional Designers to ensure all requirements are met.
* Provides coaching and guidance to Instructional Designers to ensure high quality standards for the North America audience.
* Liaises with global partners to share best practices, leverage resources, and influence redesign efforts towards greater consistency; assists with regional support as needed.
* Adapts learning solutions to fit in an agile design and development environment, including performing iterative development, conducting learner pilot testing and feedback virtually or in person, and cross-functional tasks.
* Develops strong relationships with Talent Management & Leadership Development, Operations and Support Group Leadership.
* Fully prepares Talent Management & Leadership Development to deploy training content, including in the review of training content and conducting train-the-trainer sessions.
* Defines learning standards and processes to expedite content development.
* May perform other additional duties and responsibilities as assigned.

Desired qualifications, skills and experience

Requirements

* Bachelor's degree with a Learning or Human Resource focus and five (5) or more years of experience in Instructional Design or Program Management; or equivalent combination of education and experience required.
* Experience working with remote or geographically dispersed team members and call center experience is a plus.
* Extensive experience analyzing business and performance needs and designing and developing blended active learning and performance solutions
* Creative and innovative thinking, as well as ability to rapidly get things done
* Proven ability to successfully plan, organize, implement, and manage obstacles to drives the successful completion of projects
* Experience using learning technologies including authoring tools, learning management systems, and other innovative training resources
* Experience with creative script writing and the creative process
* Awareness of trends in the learning and technology industries and ability to apply them
* Strong reporting, metrics and analytical capabilities

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