Senior Trainer

As a Learning Specialist, you will deliver soft skill and product training to newly recruited Sitel employees across campaigns, as defined by Sitel and our Clients, towards internal certification. You will be responsible for creating learning experiences that equip new and long-term employees to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.

Other responsibilities will include:

• Update, maintain and present training materials and programs.
• Identify gaps in existing training materials and structures and proactively offer solutions or recommend changes.
• Assist Learning Manager and campaign owners to identify learning gaps and identify learning solutions.
• Track and analyze training programs by examining performance.
• Create stand-alone training modules for new or existing team members, as and when required.
• Provide coaching and feedback to trainees as part of their classroom learning experience.
• Participate in identifying program needs, obtaining technical data and scheduling programs.
• Maintain training records and scores achieved.
• Provide support to new hires when not conflicting with delivery commitments.
• Takes personal responsibility to understand and comply with all company and client security requirements and policies.

Education, experience and skills target

Education

Degree or equivalent, directly related service centre training experience.

Experience Target

Customer service or technical support experience coaching and mentoring others, within in a complex, fast-paced contact centre environment. Solid understanding of training processes and practices for adults. Excellent product knowledge for a specific vertical market (previous campaign experience desirable -- site specific). Proven ability to create structured training material.

Skills

• Excellent listening and written/oral communication skills.
• Strong facilitation, problem-solving, research and decision-making skills.
• Solid understanding and use of computer basics (Powerpoint, Windows, Excel, Word, e-mail, internet).
• Organisational and time management skills, with the ability to plan and prioritize.
• Excellent analytical and judgment skills.
• Ability to demonstrate the interpersonal skills necessary for client and site contact.
• Ability to work to deadlines.
• Attention to detail and ability to work on own initiative.
• Self-motivated, articulate and enthusiastic.
• Prepared to take responsibility and ownership of issues with the ability to exercise sound commercial judgment in the making and implementing of decisions.
• Ability to express thoughts clearly and simply.
• Ability to work a flexible schedule.

A highly competitive salary is available to the successful candidate, in addition to an attractive benefits package.