ABOUT USAs caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit
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SUMMARY OF RESPONSIBILITIES
Supervises participants in a manner that ensures each is qualified and capable of delivering first-rate customer service.
Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers
Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness. Identifies skill and knowledge requirements through analysis of data from multiple sources
Conducts implementation of new/ pilot communications training classes.
Establishes client contacts to gain knowledge and training material when needed and appropriate.
WORK EXPERIENCE
3-5 years of proven success as an internal and/or external training and development practitioner with experience in coaching, mentoring and developing others in a complex, fast-paced environment.
Solid understanding of training processes and practices for adult learners.
Has experience in creating and developing training materials that targets communication skills.
EDUCATION
BS or AB degree
KNOWLEDGE / SKILLS / ABILITIES
Strong understanding of computer basics (Windows, Excel, Word, e-mail and Internet).
Strong problem-solving skills, research skills and decision-making skills.
Excellent interpersonal skills.
Organization and time management skills.
Excellent listening and oral/written communication skills.
Training Needs Analysis.
Ability to manage projects and deadlines, manage people, create effective partnerships with leadership, establish strong community education ties, develop training materials and apply reason to business problems.
Good judgment and the ability to express thoughts clearly and simply.
Has knowledge about the ADDIE model and has experience in instructional design.
