Training Leader

SUMMARY

This position plans, coordinates, and directs training and development for a client program or a site. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Adheres to SYKES policies on ethics and integrity.
• Analyze performance data, the training curriculum and delivery, identify needs, and formulate appropriate recommendations of action plans in conjunction with the VP of Learning Services, Training Managers, Account Directors, Sr. Account Managers, Site Director and other key personnel.
• Evaluate the effectiveness and relevance of training materials and make appropriate curriculum changes or recommended changes for the Sykes Curriculum Development team including training materials, agendas, reference library, testing and evaluation procedures and other job aids to ensure new and existing employees can perform required job duties.
• Demonstrates effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills.
• Lead, inspire and provide positive and constructive coaching and feedback to trainers and learners.
• Monitor and observe training classes and provide coaching and feedback to trainers on their delivery skills based on Sykes Learn by Doing Pedagogy.
• Select appropriate instructional procedures using Sykes Learn by Doing Pedagogy such as individual training, group instruction, self study, lectures, demonstrations, simulation exercises, role play, and computer-based training.
• Partner with Quality Assurance team to identify trends and lead continuous improvement efforts associated with training.
• Administer effective evaluation and testing techniques to assess trainee performance.
• Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management.
• Communicate frequently with Learning Services Vice President, Training Manager, Account Directors, Account Managers, Senior Account Managers, Site Directors and other key personnel to assure mutual understanding of, and agreement with, training plans, initiatives and schedules.
• Provide direct or indirect communication to the clients represented in the site.
• Participate, as requested, in Quarterly Business Reviews, client visits, new account and/or new product implementations.
• Assist in the hiring and selection process for Trainers, and provide on-going training and development for Trainers.
• Monitor and manage adherence to new hire "transition process" requirements.
• Schedule and coordinate the training needs of the site.
• Establish and maintain the standards for cleanliness, safety and equipment readiness in the classroom.
• Schedule, coordinate and facilitate training related meetings. Effectively and frequently communicate training expectations to the management team.
• Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams
• Train Human Resources and supervisory personnel in effective techniques for training, to be used in the presentation of new employees' orientation, on-the-job training, etc.
• May perform other additional duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES

None Yes (See "General Management Duties and Responsibilities" addendum) EDUCATION and/or EXPERIENCE

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months related experience and/or training; or any equivalent combination of education and experience.

QUALIFICATIONS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Excellent communication, presentation and group facilitation skills are required
• Strong evaluation and analysis skills
• Strong attention to detail and organizational skills
• Sykes Learning Services Certified or able to be certified to train Adult Learning and Learn By Doing Pedagogy
• Sykes Learning Services Curriculum Development Certified or able to be certified for effective training development

COMMUNICATION SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and/or listen. The employee frequently is required to sit. The employee is regularly required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. SECURITY COMPLIANCE

Employees are required to maintain compliance with SYKES safety, security, and privacy programs. Additionally, all employees world-wide are responsible for being an active participant in the SYKES safety, security and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees. ETHICS COMPLIANCE

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. Employees are encouraged to observe the highest standards of professionalism at all times, and are expected to adhere to the SYKES Standards of Conduct for Compliance and Integrity (www.sykes.com). SYKES is proud to be an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or protected veteran status, nor will they be discriminated against on the basis of disability. Women, minorities, individuals with disabilities and veterans are encouraged to apply. EEO/AA/M/F/Vet/Disability. DISCLAIMER

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.