Job Title: Language Trainer
Reports to: L&D Manager
JOB PURPOSE:
This position provides Incident Management Level 1 support to include incident identification and resolution and is responsible for providing technical support and maintenance for all desktops and applications in the designated site and implementing systems security and policies.
RESPONSIBILITIES:
- Delivering training (all types of training) for Different Criteria
- Provide Customer Cultural & Call Ethics training for newcomers
- Review the Knowledge updates
- Prepare printed and instructional materials to be used in training
- Prepare any learning materials needed
- Conduct effective induction sessions and coordinate training activities.
- Reviews the performance of trainees and coaches, monitors their results, and gives them direction for ongoing performance and result improvement
- Measure trainees' information retention rates by issuing assessment tests and quizzes on training materials
- Evaluate the delivered training efficiency (training results, surveys, role plays, …etc)
- Reporting training batch attendance, verification & performance
- Preparing and sending training data to the concerned departments
- Report the training efficiency
- Keep the company vision, mission, and values and follow all policies and procedures
- Participate in Calibration sessions with Operations and Quality
QUALIFICATIONS and EXPERIENCE:
- Excellent knowledge and command of English or German written and spoken (C2 / Native)
- TOT Certificate is a must
- Knowledge of various training and teaching methods
- Ability to design develop, implement, and evaluate training plans
- TESOL/TEFL/CELTA or equivalent English Language Certifications are preferred
- Customer service experience is preferred
- Proficiency in MS Office
- Excellent presentation and analysis skills
- Coaching and Facilitation skills
- Excellent communication skills
- Leadership and motivation skills
- Good time-management skills
LANGUAGE SKILLS
English: very good; written and spoken.
or
German: very good; written and spoken.
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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.
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