If delivering trainings is your cup of tea, then we are looking for you!
The Technical Trainer plans, prepares, and delivers account-specific skills trainings to SYKES customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-Learning opportunities.
The work schedule is North America specific: 3PM – 3 AM.
DESIRED SKILLS • 2-3 years experience in classroom training or corporate mentoring (preferably in a call center environment); equivalent of 1 year experience in each curriculum topic through education and/or work experience; • An advanced level of English (C1-C2 level preferred); • 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; • Ability to accept varied schedules as needed.
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. • 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 email, letters and memos. • Assess training programs for completeness and accuracy, recommending revisions or additions when necessary.
BENEFITS • Fixed salary; • Performance-based bonuses; • Meal tickets; • Private medical package; • Other non-financial benefits (discounts, offers); • A multicultural and fun environment filled with challenges, growth opportunities and team activities.