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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.

Trainer I

Date Posted: 01/07/2021

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Job Description



We are SYKED to be able to offer the opportunity to become a Technical Trainer for our Sykes family.

This position will plan, prepares, and delivers account-specific skills training to SYKES customer support agents using diverse methods including e-Learning opportunities. The Technical Trainer focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company.

This position is based in our Fayetteville, NC office

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

QUALIFICATIONS / EXPERIENCE / EDUCATION

* Associates Degree (A.A.) or the equivalent from a two-year college or technical school.
* 2-3 years of experience in training or corporate mentoring, preferably in a call center environment;
* Experience working with remote learners

Desired qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Deliver and facilitate classroom instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
* Analyze course materials and trainee information, preparing for training delivery.
* Mentor individual customer support agents during extended periods of time when not engaged in classroom instruction.
* Prepare and organize instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests.
* Assure preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props, and other training supplies.
* In collaboration with account and center management, conduct needs analysis using methods such as agent testing, remote quality monitoring, and performance tracking.
* Communicate with management, support agents, and client representatives using professionally written emails, letters, and memos.
* Assess training programs for completeness and accuracy, recommending revisions or additions when necessary.
* Administer effective evaluation and testing techniques to assess trainee performance.
* Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
* ESSENTIAL DUTIES AND RESPONSIBILITIES: Adherence to SYKES policies onethics and integrityØ Deliver and facilitate classroom instruction, demonstratingeffective communication, presentation, media applications, questioning,conflict resolution, and employee management skills.Ø Analyze course materials and trainee information, preparing fortraining delivery.Ø Mentor individual customer support agents during extended periodsof time when not engaged in classroom instruction.Ø Prepare and organize instructional manuals, learning aids, jobaids, and learning evaluations such as quizzes and tests.Ø Assure preparation of the instructional site, including PCconfiguration, network connectivity, audio-visual equipment, props andother training supplies.Ø In collaboration with account and center management, conductneeds analysis using methods such as agent testing, remote qualitymonitoring, and performance tracking.Ø Communicate with management, support agents, and clientrepresentatives using professionally written email, letters and memos.Ø Assess training programs for completeness and accuracy,recommending revisions or additions when necessary.Ø Administer effective evaluation and testing techniques to assesstrainee performance.Ø Provide training reports, including account training needs,classroom progress, individual agent progress, and other performancetracking as requested by management.SUPERVISORY RESPONSIBILITIES14-20 customer support agents who are assigned to training programs thatvaries in duration from three (3) days to five (5) weeks

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