| Call Center Director Agents Training & Development |
Job Location:
Metro Area: |
Nationwide, US
- Nationwide -
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Category: |
Call Center Operations
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Contact Info |
Company Name: Sykes
| Address: |
400 North Ashley Drive #2800
Tampa,
FL 33613
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Contact Name: Linda Nicks
Phone: 813-470-3219
Fax: 813-209-5760
Apply: Submit Resume Now
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Job Description:
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Director, Agent Training & Development
Location: Nationwide
***Only applicants with Call Center experince will be considered***
SUMMARY
This position is responsible for directing and supporting the Agent Training & Development organization within the U.S. Region. This includes new employee training, new product/program training for existing employees, and remedial training for underperforming employees. Responsible for the effective, design, development, coordination, and delivery of training and development programs for direct level employees which includes development of effective training material, development of successful trainers, development of consistent processes, and measuring Responsible for improving the overall productivity of the direct level employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Adherence to SYKES policies on ethics and integrity
• Develop and direct U.S. Training Resources to support training initiatives across the region.
• Partner with operational leaders to develop strategic initiatives to improve overall agent productivity
• Provide reports/updates on training initiatives and their effectiveness
• Responsible to put measurements in place to measure the effectiveness of agent training.
• Responsible for the successful deployment of agent training at new and existing sites.
• Participates in Client/New Site planning calls to insure effective training curriculum is developed and deployed and includes delivery of Client Quality & Metrics during training and Verification of Skills prior to agents going into production.
• Serves as a liaison between Client training contacts and SYKES as needed.
• Responsible to insure that all agent training curriculum is up to date following the Training Program Development Methodology; certified by client if required.
• Works with Site Directors to establish and implement training programs/plans to meet schedule, cost, and performance standards.
• Supports site Training Managers and Trainers, assist with Training Manager and Trainer selection, assist with new Training Manager and Trainer on-boarding and development.
• Assist with the preparation of Individual Development Plans for Training Managers and Trainers.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Extensive domestic travel required; 50% - 75%.
• Microsoft Outlook, Office, and MS Project
• Managing to performance metrics
• Client interaction/management
• Very strong communication skills, both verbal and written
• Very strong negotiation skills
• Very strong analytical skills
• Statistical Process Control Methodologies
• Implementation and project management
• Facilitation/running effective meetings
• Problem analysis
• Attention to detail
• Leadership skills
EDUCATION and/or EXPERIENCE
Bachelor’s or Master’s degree preferred with five (5) or more years experience as Sr. Management or Director of agent training development; preferably in Contact Center industry.
WORKING CONDITIONS
The position requires up to 75% travel. The locations are dependent on where the business is sold.
DISCLAIMER
The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Send resumes to: Careers-US@sykes.com
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