Flex Trainer - Buchanan, VA in Vansant, VA at SYKES JOBS

Date Posted: 10/3/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Vansant, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/3/2018

Job Description

Flex Trainer - Buchanan, VA

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. On a monthly basis 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
> Adherence to SYKES policies on ethics and integrity.

> Trainer Responsibilities:

o Deliver and facilitate classroom instruction ensuring new and existing employees can perform required job duties.

o Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.

o Lead, inspire and provide positive and constructive coaching and feedback to learners.

o Ability to prioritize workload, complete reporting/administrative tasks during learner’s self-paced exercises and meet deadlines.

o Focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company.

o Analyze course materials and trainee information, preparing for training delivery.

o Administer effective evaluation and testing techniques to assess trainee performance.

o In collaboration with account and center management, conduct needs analysis using methods such as agent testing, remote quality monitoring, and performance tracking.

o Become a subject matter expert and may assist with development of training materials

o Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.

o Become a subject matter expert and may assist with development of training materials

o Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams

> Customer Agent Responsibilities:

o Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes’ clients.

o Determines appropriate action to be taken on customer’s behalf, which may include problem determination and appropriate next steps. Informs customer of those appropriate next steps and works with customer to achieve issue resolution.

o Maintains proficiency in programs, products and/or platforms assigned.

o Maintains pertinent paperwork and records through data entry.

o Communicates with co-workers to research problem and find solution.

o May test software and hardware to evaluate ease of use and whether product will aid user in performing work.

o Communicates with team manager, team members and other teams regarding problems, solutions and trends.

o Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.

> May perform other additional duties and responsibilities as assigned.

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