Job Description

We require one Communication Learning Specialist We require two Learning Specialists in Trainlinebased on ratios, however we currently have one. JOB TITLE: Communication Learning Specialist Summary of Primary Job Responsibilities : (may be used to create job postings) Lead and direct the learning culture and vision in New hire batches Develop/implement training programs for New hire agents . Support the Learning manager by providing development to the on-site front line in order to deliver business objectives. Manage training programs and the learning experience for adult learners in a site. Support development programs. Recruit, hire, train, manage, appraise and develop a team of trainees to enable them to progress effectively. Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching. Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results. Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team. Conduct most complex training classes. Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness. Identify skill and knowledge requirements for agents through analysis of data from multiple sources. Develop standards for monitoring Agents/Advisors. Ensure that feedback programs provide Agents/Advisors with guidance to correct problems. Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate. Actively pursue self-improvement opportunities. With regard to compliance, the incumbent: Proactively manages and is responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone. Takes personal responsibility to u nderstand and comply with all company and client security requirements and policies. Ensures that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of Sitel and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified. Support development programs. Recruit, hire, train, manage, appraise and develop a team of trainees to enable them to progress effectively. Provide direction in finding creative solutions for the training and development of people, through a variety of different learning methods including mentoring and coaching. Supervise the day-to-day activities of the trainees and Frontline ensuring that they are highly motivated, can demonstrate skills in their positions and provide excellent training with long-term positive results. Design learning strategies to fill needs as identified through analysis and in partnership with the Site Quality Team. Conduct most complex training classes. Develop evaluation and validation instruments to collect and interpret data, assessing program needs and training program effectiveness. Identify skill and knowledge requirements for agents through analysis of data from multiple sources. Develop standards for monitoring Agents/Advisors. Ensure that feedback programs provide Agents/Advisors with guidance to correct problems. Establish client contacts to gain knowledge and provide support in the development of training material when needed and appropriate. Actively pursue self-improvement opportunities. With regard to compliance, the incumbent: Proactively manages and is responsible for all Health and Safety issues for the team, ensuring a safe working environment for everyone. Takes personal responsibility to u nderstand and comply with all company and client security requirements and policies. Ensures that all team members (Sitel or agency/contract) comply fully with the security policies and requirements of Sitel and its Clients, ensuring staff is given an appropriate level of knowledge/awareness to be able to comply with the policies within the context of their role and taking appropriate action when non-compliance is identified. Education (if beyond High School or equivalent) : ) : Degree, professional qualification or equivalent directly related work experience. Experience Target (in this job or a related function/field: 2-3 years proven success as an internal/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. Experience in benchmarking HRD best practices. Skills : (identify essential skills required, and identify additional skills that enable success in performing this job) Strong understanding of computer basics (Windows, Excel, Word, Email and Internet). Background in MCP - minimum 2000 and/or Windows XP and 2003. Proven client relationship skills. Well-developed consultancy skills. Delivering and facilitating learning and development interventions. Proven ability to use IT competencies and skills to analyze client needs and agree on client specifications for learning content/materials. Ability to design and evaluate learning material - create a facilitators guide and participants material to support technical programs. Experience in coaching, mentoring and developing others in a complex, fast paced environment. Results driven to achieve key objectives at a corporate and site level. A strong problem solver and researcher with the emotional and intellectual resilience to make key decisions. Excellent interpersonal, organization and time management skills. Excellent listening, oral, and written communication skills. Ability to deliver both UK and US content Knowledge/Abilities : (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Strong background in Customer Service industry (call center preferred, but not essential). Ability to manage deadlines, manages 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. Special Certifications (if appropriate--identify if required to perform the job or just preferred): Training and Development qualifications strongly preferred. Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues) : Some travel and overnight stays (in country) required to support other sites . Other : (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above) Flexibility in work schedules required as the role requires to interact with clients from different regions/ countries.

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