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Mgr Learning | Tarlac

Req ID#:  132948

Tarlac City, PH, 2301

Mgr Learning | Tarlac

Corporate

ABOUT US

 

As 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 www.sitel.com to learn more.

 

 

SUMMARY OF RESPONSIBILITIES

Manage training programs and learning experiences for adult learners in a site

Hire, train, and supervise a staff of trainers

Develop/implement training programs for contact center personnel, which may include management development programs

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

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

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

Conduct the most complex training classes

Develop standards for monitoring agents/representatives

Ensure that feedback programs provide agents with guidance to correct problems

Conduct train-the-facilitator sessions to keep trainers effective

 

 

WORK EXPERIENCE

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


EDUCATION

Four-year college degree or equivalent directly related work experience

 

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

Effective listening and comprehension skills

Ability to recognize and resolve problems

Ability to assimilate a variety of information and make logical/consistent decisions

Ability to prioritize tasks in order of importance and manage time effectively to ensure deadlines are met

 

 

 

KNOWLEDGE / ABILITIES

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

 

TRAINING

Basic Training for Trainers *

 

Mgr Learning | Tarlac

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