Vacancy details

JOB TITLE:                 Training Lead

REPORTS TO:           Quality & Training Manager, Cairo

1.         PURPOSE OF JOB

managing a group of trainers, monitoring & analysing their performance, also responsible for ensuring effectiveness of the training & trainers are knowledgeable & capable of delivering the training sessions through day to day preparations, tests & quizzes, QA calibration & logging in

2.         KEY RESPONSIBILITIES

·      Oversee all training activities

·      Manage all aspects of the training function, from training assessment to the design, development, implementation, evaluation and continuous improvement of all training courses.

·      Manage training delivery across all mediums including classroom training, distance learning and blended learning.

·      Manage training delivery techniques and ensure best delivery, methods are being used.

Apply best practices and methodology to each phase of the training lifecycle; assessment and design, development, implementation, and evaluation (i.e. conducting a learning needs analysis, crafting skill assessments, developing organizational interventions and facilitating training sessions)

·      Partner with operations to schedule training

·      Develop and maintain administrative standards for training team that support efficient training delivery, trainer accountability and effective management of all training activities and outcome.

·      Coach and mentor team members on an ongoing basis, helping them to continuously grow their technical and professional skills

·      Cultivate strong business relationships with all operational leadership to ensure learning requirements and timeframes are built into all company initiatives

·      Follow the ongoing training enhancement strategy to allow operational employees to continually learn and grow throughout their tenure.

·      Ensure adherence to all required standards

·      Ensure adherence to all required timelines

·      Coordinate with experts to gather and refine content

·      Liaise with quality team

·      Manage training staff (if any)

·      Report issues and status to Program Manager

·      Perform additional task as assigned

3.         CORE COMPETENCIES

Decision Making

·      This person will be responsible for development and implementation of the training strategy and plan execution.

·      Probes and looks past symptoms to determine the underlying causes of problems and issues.

·       Draws accurate, useful conclusions from quantitative information.

·      Integrates and balances big-picture concerns with day-to-day activities.

Communication

·      Provides effective communication and feedback to all levels of staff

·      Prepares and presents both written and verbal communication

·      Able to present and sell information to groups effectively

·      Expected to work closely with all levels of staff within the Site, to facilitate and deliver Training Programs

Quality Management

·      Develops professional working relationships with colleagues & site stakeholders.

·      Supports in identifying and managing potential Quality issues

·      Capable of scenario analysis and planning of contingencies

·      Provides managers with relevant information

Planning and organizing

·      Ensure proper planning & alignment across all functions

·      Follow a structured approach for all activities

Working to Objectives/Results Orientated

·      Consistently meets requirements

·      Recovers quickly from setbacks

·      Driven by results

·      Effectively controls difficult situations

·      Consistently demonstrates sound judgment

4. EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED

·      3 years of training experience with a minimum of 1 years managing training, documentation & content creation.

·      Supervisory experience required

·      Demonstrated ability to design and develop effective course curriculum, adhering to instructional design standards.

·      Proven success managing large training and documentation projects from creation through implementation

·      Ability to juggle multiple projects and changing deadlines, remain open-minded and adaptable

·      Proven analytical and problem-solving skills, as well as written and verbal communication skills

·      Must be organised and able to prioritise for both themselves and their departments.

·      Must be a multitasker and able to track record of deliverables against goals.

·      Applicant must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.

·      Applicant must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way.

·      Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).

·      Applicant must have superior presentation skills and able to present to colleagues, team, senior management team and clients.

·      May perform other projects, additional duties and responsibilities as assigned by management.

·      Applicant must be task-, team-, and dead-line oriented; must be a team player.

·      Applicant must have demonstrated experience in communicating effectively with all levels of management and representatives.

4.         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.

5.         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.