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Learning Manager Apprentice

Req ID#:  178696

Knoxville, TN, US, 37922

Learning Manager Apprentice

Operations

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.

  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.
  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.
  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.
  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.
  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.

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 RESPONSIBILITIES

Manages training programs and learning experiences for adult learners in a site.

Hires, trains and supervises a staff of trainers.

Develops/implements training programs for contact center personnel, which may include management development programs.

Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.

Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.

Designs learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers.

Conducts the most complex training classes.

Develops standards for monitoring agents/representatives.

Ensures that feedback programs provide agents with guidance to correct problems.

Conducts train-the-facilitator sessions to keep trainers effective.

KNOWLEDGE/ABILITIES/SKILLS

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.

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.

 EDUCATION

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

 

 EXPERIENCE TARGET

3-5 years of proven success as an internal and/or external training and development practitioner with experience coaching, mentoring and developing others in a complex, fast-paced environment. 

Solid understanding of training processes and practices for adult learners.

 

 

Learning Manager Apprentice


Nearest Major Market: Knoxville

Job Segment: Apprentice, Manager, Learning, Entry Level, Management, Human Resources

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