Sykes - Flex trainer - USA

[adinserter block="1"] Job title: Flex trainer Company: Sykes [adinserter block="1"] Job description: 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. Requisition # 8017BR Site Alpine US WFH Workplace Type WAH Zip/Postal Code N/A Hiring Group Regional Non-Agent Travel required None Job category Operations 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. 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. [adinserter block="1"] Expected salary: Location: USA [adinserter block="1"] Apply for the job now! [adinserter block="1"] Apply tot his job Apply To this Job