Learning Apprentice
Sitel
Saint John, NB
Summary of job Responsibilities:
Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching. Modifies and presents training programs for representatives/agents. Tracks and analyzes training programs by examining agent performance. Recommends changes to training programs. Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes. Participates in identifying program needs, obtaining technical data and scheduling programs. Maintains training records.

Education:
Four-year college degree or equivalent directly related work experience.

Experience Target:
At least 2 years of customer service or technical support experience coaching and mentoring other associates, preferably in a complex, fast-paced contact center environment. Solid understanding of training processes and practices for adults. Excellent product knowledge for a specific vertical market.

Knowledge/Skills/Abilities:
Skills: Excellent listening and oral/written communication skills. Strong facilitation, problem-solving, research and decision-making skills. Solid understanding and use of computer basics (Internet, e-mail, MS Office). Organizational and time management skills.

Knowledge/Abilities: Ability to manage challenging trainees and customers while remaining in control. Good judgment and ability to express thoughts clearly and simply. Ability to work a flexible schedule.