Sitel – Puerto Princesa City, Palawan – ABOUT US 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’s 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 to learn more. SUMMARY OF RESPONSIBILITIES Manage training programs and learning experiences for adult learners in a site Hire, train, and supervise a staff of trainers Develop/implement training programs for contact center personnel, which may include management development programs Develop evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness Identify skill and knowledge requirements for sites/accounts through analysis of data from multiple sources Design learning strategies to fill needs as identified through analysis and in partnership with Coaches and Operations Managers Conduct the most complex training classes Develop standards for monitoring agents/representatives Ensure that feedback programs provide agents with guidance to correct problems Conduct train-the-facilitator sessions to keep trainers effective WORK EXPERIENCE 3-5 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 learners EDUCATION Four-year college degree or equivalent directly related work experience SKILLS Strong understanding of computer basics (Windows, Excel, Word, e-mail and Internet) Strong problem-solving skills, research skills and decision-making skills Excellent interpersonal skills Organization and time management skills Excellent listening and oral/written communication skills Effective listening and comprehension skills Ability to recognize and resolve problems Ability to assimilate a variety of information and make logical/consistent decisions Ability to prioritize tasks in order of importance and manage time effectively to ensure deadlines are met KNOWLEDGE / ABILITIES Ability 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 TRAINING Basic Training for Trainers *… – Permanent – Full-time

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