Sykes Enterprises, Incorporated is a family of global companies delivering business process outsourcing services. The SYKES brand represents the benchmark in customer service. The top companies in the world rely on SYKES to care for their most valued resource- their customers. Headquartered in Tampa, Florida, we operate over forty customer interaction and fulfillment centers throughout North America, Europe, Latin America, Asia and Africa.
To learn more, visit us at Link megjelenítése.
We are looking for the following professional
to join our Budapest Call Center:
Quality, Process and Training Specialist
Reporting to the Strategic Account Director, the post holder will be responsible for planning, coordinating and direction of Quality, Process and Training delivery, across the relevant Lines of Business (LOB’s) for the client’s business enabling SYKES and the client to deliver the highest level of service to the client’s customers.
Translate SYKES / client Quality and Training strategies into specific goals and objectives for the SYKES sites and communicate effectively and clearly these goals and objectives to the Strategic Account Director and key stakeholders (Pan Euro Team)
Build positive and effective business relationships with Contact Centre Trainers, Support teams and in-country Training Managers.
Collaborate with the client Contact Centre Manager and client Service Managers to establish a clear understanding and knowledge of their key business objectives, primarily in relation to Training and Quality and ensure that SYKES are effectively aligned to these objectives.
Ensure that realistic and achievable service delivery expectations are agreed and set with the client Contact Centre Manager and client General Service Managers, and that SYKES executes and delivers to these expectations.
Ensure that training is delivered effectively and in an appropriate format in line with SYKES Corporate Training Standards.
Ensure the deployment, maintenance and usage of all SYKES’ Training Systems, procedures and processes, including all SSE and SOE initiatives.
Devise, agree and implement Training and Quality processes and ensure consistency in all processes, procedures and policies across all SYKES Sites.
University or College degree
Min. 2-3 years Customer Service experience in a multinational company
Experience of the full training life cycle –Training Material Development, Training Methodologies, Trainer Assessment and Development including the creation of such materials, delivery and evaluation / assessment.
Ability to build relationships and work in a multi-site team environment
- Analytical skills - the ability to identify problems, collect data, establish facts, draw conclusions and provide solutions
The position requires a great deal of flexibility, independent work and initiative
Excellent communication skills both written and verbal (including presentation skills)
- Self motivated and able to work on own initiative
- Able to work in a virtual environment
- Fluent in English – written and spoken
Advanced level knowledge of MS Office applications
We offer you:
- Friendly, multicultural work environment
- Development opportunities