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Director of Area Operations Training and Quality

Date Posted: 11/19/2020

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Job Description

Sykes is seeking a Director of Training and Quality for our Brick and Mortar business.

This is a remote position and can be located anywhere in the US, you must be comfortable with travel

This position will be responsible for directing and supporting the training and development activities for one or more sites or clients. This includes new employee training, new product and program training, remedial training, and providing metrics on effectiveness. This position will also provide

ongoing support to training teams participating in their selection, on-boarding, and individual



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 operational and training leaders to develop strategic initiatives to improve overall agent productivity and performance.
* Evaluates the effectiveness and relevance of training materials and make appropriate curriculum
* changes or recommended changes for the SYKES or Client Based Instructional Design and
* Development teams including training materials, agendas, reference library, testing and
* evaluation procedures and other job aids to ensure new and existing employees can perform
* required job duties.
* - Leads, inspires, and provides positive and constructive coaching and feedback to training
* managers, training leads, and trainers.
* - Partners with Quality Assurance team to identify trends and lead continuous improvement efforts
* associated with training.
* - Provides full oversight of all new hire and continuous education training requirements across
* multiple sites or programs including but not limited to meeting new hire performance and
* graduation requirements, adhering to all up-training/continuous education deadlines and
* ensuring that every learner has an exceptional training experience if they are new or an existing
* employee.
* - Ensures site-level training managers or leads are stacking ranked and scheduling trainers based
* on the production performance of learners.
* - Analyzes performance data, the training curriculum, and delivery, identify needs, and formulate
* appropriate recommendations of action plans in conjunction with the Training Leadership,
* Training Managers, Account Directors, Sr. Account Managers, Site Director, Client Vendor
* Managers and other key personnel.

Desired qualifications, skills and experience

Education and Experience

* Bachelor's degree required with eight (8) years of experience in a Training Management position required; or equivalent combination of education and experience.
* One or more years of experience working with remote or geographically dispersed team members desired. One or more years of Call or Contact Center experience is a plus.
* Organize and present information in a logical and consistent manner.
* Certified or able to be certified to train Adult Learning and Training Delivery.
* Travel is required to participate in monthly and quarterly business reviews, client training

summits, meetings or classroom observations or site visits, new account and/or new product or

lines of business implementations.


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