Trainer (Call Center)

Jobing Description
Do you believe in what you do? Can you feel it? Do you have what it takes? How strong is your commitment?

These are the types of questions we encourage our 57,000 associates to ask themselves every day. They are thinkers, doers, believers, achievers, leaders...

You can sum up the Sitel culture in three words: Vision. Passion. Purpose. These words are the heart of Sitel and embody everything we do.

Our growing company is currently seeking a Trainer (Learning Specialist) for our Albuquerque, NM location.

Summary of Primary Job Responsibilities:

• Creates learning experiences that equip new and long-term Associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.

• Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance. Recommends changes to training programs.

• Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes. Participates in identifying program needs, obtaining technical data and scheduling programs. Maintains training records.


Skills/ Requirements

• Four-year college degree or equivalent directly related work experience.

• At least two years customer service or technical support experience coaching and mentoring other associates, 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.

• Excellent listening and oral/written 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.

• Ability to manage challenging trainees and customers while remaining in control. Good judgment and ability to express thoughts clearly and simply. Ability to work a flexible schedule.