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Learning Manager

full_time

Sitel

Job Description:

About usSitel is redefining outsourcing excellence in the contact center, by raising the bar on expectations. We are the leading global business process outsourcing provider of customer care and complementary back-office processes. According to the Black Book of Outsourcing, Sitel is the number one global call center outsourcing provider and received the top score in 11 critical performance categories including vertical expertise, reliability, innovation, trust, flexibility and customization. This proves, when you focus on your core competency, that you can be better than anyone else in the world. Sitel’s clients, many of the largest and well known brands in the world, have selected and continue to partner with Sitel for one reason; Sitel delivers the results they want; Sitel delivers Return on Customer Investment (RoCI).Summary of Primary Job ResponsibilitiesManages 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.EducationEducation (if beyond High School or equivalent): Four-year college degree or equivalent directly related work experience.Experience Target3-5 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 learnersKnowledge/Skills/AbilitiesAbility 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.

Company Description:

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 as 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 https://jobs.sitel.com/job/Customer-Service-Representative-Oak-Ridge%2C-TN/345494700/ to learn more.

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