SYKES

Returning Candidate?

Account Trainer

Account Trainer

Job ID 
2017-60382
City 
Cluj-Napoca
Country 
RO
Posted Date 
11/23/2017
Category 
Global Operations

More information about this job

Overview

Requirements:

 

  •  Worked at SYKES for over 6 months
  •  No warnings in the last 6 months

 

 

- Experience gained in technical support, has high knowledge of technical products

- Excellent communication and presentation skills, and the candidate’s ability to remain composed in      any situations   

- Strong computer knowledge, advanced level skills with Word/Excel or other office programs.

- Strong skills for organization and creativity

- Accurate and precise.

- Patient, customer-focused, courteous, helpful and empathic approach

- Good social personality who everybody feels easy to contact and is trusted by colleagues.

- Carries maximum commitment to the company.

- Capable of arranging the completion of his/her responsibilities at the optimum while respecting tight deadlines.

- Makes decisions concerning the daily flow of training courses. Regarding the long term training plan, always consults with the Supervisor or AM if change is necessary.

- Experience in people management: motivation and development.

 

Responsibilities and output:

 

 

 

- Capable of providing up-to date professional information and maintains customer service work  (in terms of communication, the profession and working discipline) model for the team.

- Arranges training courses and develops training plans for agents; ensures that the agents hold at a maximum level their professional skill and information required for their work.

- Prepares and continuously updates training material

- Delivers training courses to new hires and existing staff, prepares tests to measure the staff’s knowledge, prepares action plan to cover gaps

- Monitors the up-to-date nature of training materials ensures that all conditions required for the training courses are in place while closely cooperating with the Supervisors and the Account Manager

- By maintaining accurate records, monitors the execution of training courses and is prepared to inform his/her managers on the efficiency of the work by submitting reports whenever requested.

- Conducts regular training needs analisys in order to maintain high quality of service.

- Liaises with the originating company’s training managers, monitors and coordinates the Client’s needs with Sykes management and Sykes trainers.

- Monitors feedback forms from staff, prepares action plan if necessary.