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Account Trainer

Account Trainer

Job ID 
Posted Date 
Global Operations

More information about this job



- At least 6 months with Sykes holding the same position

- 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.