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Learning Specialist Apprentice - State Farm Licensed Retention

Req ID#:  262670

Las Vegas, NV, US, 89119

Learning Specialist Apprentice - State Farm Licensed Retention

Operations

About Us

About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints. 

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

 

SUMMARY OF 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.

Job Summary

KNOWLEDGE/ABILITIES/SKILLS

 

Strong facilitation, problem-solving, research and decision-making skills.  

Excellent listening and oral/written communication skills. 

 

Solid understanding and use of computer basics (Internet, e-mail, MS Office).  

Organizational and time management skills.

Ability to manage challenging trainees and customers while remaining in control.  

Good judgment and the ability to express thoughts clearly and simply. 

Ability to work a flexible schedule.

 

EDUCATION

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

 

EXPERIENCE TARGET

At least 2 years of 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.

Primary Job Responsibilities

Skills/Knowledge/Abilities

    Education

    Experience Target

      Specialized Certifications

        Learning Specialist Apprentice - State Farm Licensed Retention


        Nearest Major Market: Las Vegas

        Job Segment: Apprentice, Learning, Technical Support, Entry Level, Human Resources, Technology

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