Sykes Sr. Director Training and Quality in Tampa, Florida
Sr. Director Training and Quality
Date Posted: 02/15/2020
Location: Tampa, United States
Job Type: Operations
Experience: Not Specified
Date Posted: 02/15/2020
Are you an expert at developing and executing a comprehensive learning and development strategy? This challenging and highly visible role leads training resulting in a competitive advantage for the company in our Customer Service agent business. The ideal candidate provides direction and oversees creative learning solution development.
SYKES Enterprise services support the worldwide delivery of quality customer care from our call centers and our large home-based workforce. Our high-performance team manages a challenging array of cloud, web- and- mobile based solutions that integrate a dispersed workforce and multiple clients. Information security, network administration and software development are part of our comprehensive global portfolio. IT professionals with a passion for challenging and meaningful work in a fast-paced industry will find a home and a rewarding career here.
COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY: Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer. SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.
Required qualifications, skills and experience
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Consults with stakeholders to create and deploy learning solutions in an environment of collaboration, transparency, & accountability.
Leverages data to identify and solve training and quality issues
Collaborates with business and HR leaders identify immediate, short- and longer-term learning solutions to address identified issues.
Creates success measures and KPI for training programs
Responsible for successful client management, new client implementation and participation in quarterly business reviews.
Ensures training process and delivery is consistent within clients and across geographies.
Desired qualifications, skills and experience
EDUCATION and/or EXPERIENCE:
Bachelor's degree in Education or Instructional Design required. Master's degree preferred. 10+ progressive years of experience required in implementing learning systems in a complex, fast-paced contact center environment or any equivalent combination of related training/education and experience required.
Proven ability to understand business issues, work collaboratively to develop learning solutions and execute them flawlessly.
Demonstrated success in leading a metric-driven training team that is multi-location, multi-program, and multi-client with established training practices and standards.
Strong project and people management experience
Involvement in developing or leading leadership development programs, especially development programs for coaches (supervisors) and classroom trainers.
Proven influencing ability
Equal Employment Opportunity & Affirmative Action SYKES observes and supports all applicable laws and regulations concerning equal employment opportunities - regardless of race, color, religion, national origin, disability, gender, age, sexual orientation, or any other protected classification.