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Call Center Training Supervisor

Egypt - Cairo


9 3131
  • Job Role / Function

    Customer Service

  • Years of Experience


  • Career Level

    Mid Career / Senior

  • Gender


  • Expiry date

    24 Feb 2022

Job description

    Manage all aspects of the training function, from training assessment to the design, development, implementation, evaluation, and continuous improvement of all training courses.
    •Manage training delivery across all mediums including classroom training, distance learning, and blended learning.
    •Manage training delivery techniques and ensure the best delivery, methods are being used.
    •Works closely with other internal teams on standardized delivery, process compliance, quality, and train teams to analyze TNA results, prepare solutions, implement initiatives, improve performance, and coordinate activities.
    Apply best practices and methodology to each phase of the training lifecycle; assessment and design, development, implementation, and evaluation (i.e. conducting a learning needs analysis, crafting skill assessments, developing organizational interventions, and facilitating training sessions)
    •Partner with operations to schedule training and prepare Quarterly & Annual training road maps. •Coach and mentor team members on an ongoing basis, helping them to continuously grow their technical and professional skills
    •Ensure adherence to all required quality standards
    •Ensure adherence to all required timelines
    •Report issues and status to Program Manager
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Job requirements

    5 years of training experience with a minimum of 3 years managing training, documentation & content creation.
    •Supervisory experience required
    •Demonstrated ability to design and develop an effective course curriculum, adhering to instructional design standards.
    •Applicant must demonstrate a clear understanding and appreciation of Call Center concepts and practices, including use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff.
    •Applicant must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel).
    •Applicant must have superior presentation skills and able to present to colleagues, team, senior management team, and clients.
    • Proficient English spoken and written skills
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Additional Information

About this company

SYKES is now part of Sitel Group.

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of four connected product families.
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