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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.

Flex trainer

Date Posted: 06/10/2021

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Job Description



GENERAL PURPOSE:

This position has dual responsibilities as a Trainer and a Customer Service Agent role. This role supports business needs requiring high flexibility to manage phones and support operations. Once training responsibilities are completed, the Flex Trainer Agent will be required to return to the duties and responsibilities of an agent. Monthly a minimum of 20% of time will be in the capacity of a Customer Service Agent; time spent in each function will be determined on a regular basis. Trainer responsibilities includes planning, preparing, and delivering account-specific skills training to SYKES customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-Learning opportunities. Customer Service Agent responsibilities includes providing customers and end users with customer, product and/or technical support.

Required qualifications, skills and experience

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Adheres to SYKES policies on ethics and integrity.
  • Trainer Responsibilities: 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 prioritize workload, complete reporting/administrative tasks during learner?
  • Focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company.
  • Analyze course materials and trainee information, preparing for training delivery.
  • Administer effective evaluation and testing techniques to assess trainee performance.
  • In collaboration with account and center management, conduct needs analysis using methods such as agent testing, remote quality monitoring, and performance tracking
  • Become a subject matter expert and may assist with development of training material
  • Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management
  • Become a subject matter expert and may assist with development of training materials
  • Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams
EDUCATION and/or EXPERIENCE

  • High school diploma or equivalent, or current student status required.
  • Post high school education preferred.
  • Minimum of four months with SYKES or SYKES Home/Virtual Region with top agent performance required.
  • Working knowledge of supported operating systems, software, and hardware preferred. Understanding of troubleshooting processes, technology and tools preferred.


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

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.

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