Call Center Trainer  

BRIEF JOB DESCRIPTION (SUMMARY OF MAIN DUTIES AND RESPONSIBILITIES):

• Deliver soft skill and product training to newly recruited Sitel employees across campaigns, as defined by Sitel and our Clients, towards internal certification.
• Create 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.
• 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.

SKILLS:

• Excellent listening and written/oral communication skills.
• Strong facilitation, problem-solving, research and decision-making skills.
• Solid understanding and use of computer basics (Windows, Excel, Word, e-mail, internet).
• Organizational 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.

BASIC POSITION QUALIFICATIONS: (Minimum Requirements for the Position)

• Sales experience coaching and mentoring others, 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 (previous campaign experience desirable -- site specific).
• Proven ability to create structured training material.