Sykes Trainer I Fayetteville NC in Fayetteville 2, North Carolina
Trainer I Fayetteville NC
TRAINER I - FAYETTEVILLE, NC
Responsible for the delivery of 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. To facilitate organizational flexibility and quality of training, this position is also responsible for providing customers and end users technical phone support.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Adherence to SYKES policies on ethics and integrity.
Administers effective evaluation and testing techniques to assess trainee performance.
Assure preparation of the instructional site, including PC configuration, network connectivity, audio-visual equipment, props and other training supplies.
Communicates with management, support agents, and client representatives using professionally written email, letters and memos.
In collaboration with account and center management, conducts needs analysis using methods such as agent testing, remote quality monitoring and performance tracking.
Delivers classroom instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
Focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company.
Mentors individual customer support agents during extended periods of time when not engaged in classroom instruction.
Prepares and organizes instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests.
Reviews course materials and trainee information, preparing for training delivery.
Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary.
Provides customers and end users with product and/or technical phone support by:
o Receiving transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to Sykes’ clients.
o Determining 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 Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
Incorporates skills obtained while providing technical phone support in future customer support agent training course development.
May perform other additional duties and responsibilities as assigned
921 Strickland Bridge Rd
Up to 10%
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.
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.
Required qualifications, skills and experience:
EDUCATION and/or EXPERIENCE
High school diploma or equivalent; Associates Degree (A.A.) from a two-year college or technical school preferred. One year experience in customer support required. Experience in classroom training or corporate mentoring, preferably in a call center environment preferred.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Training and nesting completed
Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan
Ability to use personal computers and log onto internal networks; Ability to use word processing, spreadsheet, and e-mail applications; Ability to access Internet resources and use web browser applications
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is required to speak to large audiences and listen to both large groups and individuals. The employee is required to stand and walk for long periods of time, up to 8 hours a day. Use hands to finger, handle, or feel and reach with hands and arms is required. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include distant and close vision, and ability to adjust focus.