Sitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel's clients, many of the largest and well-known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).
Summary of Primary Job Responsibilities:
•Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.•Modifies and presents training programs for representatives/agents. •Tracks and analyzes training programs by examining agent performance. •Recommends changes to training programs. •Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes. •Participates in identifying program needs, obtaining technical data and scheduling programs. •Maintains training records.
Four-year college degree or equivalent directly related work experience.
•At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment.•Solid understanding of training processes and practices for adults. •Excellent product knowledge for a specific vertical market.
•Excellent listening and oral/written communication skills. •Strong facilitation, problem-solving, research and decision-making skills. •Solid understanding and use of computer basics (Internet, e-mail, MS Office).•Organizational and time management skills.