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.
The Learning Specialist role is responsible for the end to end training cycle by identifying training needs, researching, writing, and developing training content in a variety of mediums, through to delivery and post-training evaluation.
Learning Specialists also support the ongoing development of our agents.
SUMMARY OF JOB RESPONSIBILITIES
Delivery of Induction training programs or additional client training programs for representatives / agents.
Assess current individual knowledge and skills to identify learning gaps for additional support and training required while providing tailored recommendations.
Conducts post-training analysis through the use of feedback surveys and agent performance to improve the training content.
Identifies areas of improvement in client training programs and recommends changes to training programs.
Maintain training records.
Develops new training programs based on needs analysis and feedback using multiple mediums and following current adult learning principles best practice.
KNOWLEDGE / ABILITIES / SKILLS
Demonstrable experience within Learning & Development, Teaching or similar environment.
Strong written and verbal communication with the ability to communicate with a variety of stakeholders.
Knowledge of soft skills techniques such as sales methodology or customer service principles.
Ability to be flexible to delivering training for a wide range of systems and processes across multiple clients.
Enjoy working with tight deadlines and providing valuable input on projects to enhance and customise training processes to exceed operational needs.
Be flexible and adaptable to changing priorities including working patterns as required.
Ability to simplify complex content to deliver to learners with varying levels of knowledge and education.
Ability to manage classroom behaviour with confidence.
The creative ability to use various mediums to develop engaging content i.e. virtual classroom software, digital learning.
A high degree of organisation skills, interpersonal skills and problem solving.
Experience in evaluating the outcomes of training and recording / compiling data.
Computer savvy i.e. Microsoft Office programs, CRM / CMS, video / audio editing.
Experience in using Learning Management Systems (LMS) and e-learning software (desirable).
Solid understanding of training processes and practices for adults.
Learning & Development or Teaching (or similar) qualification is desirable but not essential.
Ideally 6-12 months experience instructional skills developed through coaching, developing training materials and delivering training sessions in person or via online mediums.