Job Title: Trainer
Reporting To: Training Manager
Site: Cairo
PURPOSE OF JOB
Responsible for the delivery of Training Program Development Methodology(TPDM) and other training modules as required, fully informing agents in all tasks, procedures and working instructions necessary in the execution of their daily tasks and duties, as well as maintaining overall quality and defining knowledge gaps.
Training Development & Delivery
- Conducts all applicable training sessions for current and new hire staff (soft skills, applications & general)
- Maintain, evaluate & assist with developing training curriculums (procedural and process changes included)
- Observe Nesting sessions to identify enhancements to all applicable training curriculums
- Assess business and performance practices to meet business objectives for PCCC & all business specialty groups supported by PCCC
- Develops and conduct train the trainer sessions
- Presents training initiatives in such a way to stimulate & motivate employees
- Monitor agent performance to ensure alignment of training to practical application
- Excellent presentation, written & oral communication skills with demonstrated ability to work in a team oriented environment
Training Administration
- Inventory, maintain, & prepare materials and classroom resources for all training sessions
- Responsible for maintaining all Consumer Product Inventory and correlating checkout and usage process
- Ensures Management and IT are informed if training room equipment, PC’s are not operational and up to date with applicable software
- Recap, analyze and review all training feedback with management staff
- Assists the Training Administrator in establishing training policies, programs and schedules for product training
CORE COMPETENCIES
Communication
Time Management
Leadership
Creativity
Critical Thinking
Experience and Required Skills:
- At least 6 months in SYKES
- Dutch or German Level must be C1
- English level must be B2 or above
- Minimum KPIs score of 80% for the last 3 months
- Absence is 3%≤ for the last 3 months
- Huawei product knowledge is a plus
- Excellent presentation skills
SECURITY COMPLIANCE
Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.
ETHICS COMPLIANCE
SYKES 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. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to SYKES policies on ethics and integrity.