وظيفة Call Center Trainer (English)

Job Title:  Trainer    

Reporting To:  Training & Quality 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

  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.