Learning Specialist

2 days ago


Kingston upon Thames, United Kingdom Sitel Group Full time

**Learning Specialist**:

- Req ID#: 318714- Kingston upon Thames, GB, KT2 6LZ**Learning Specialist**:

- Operations**About Us**:
We are looking to appoint a **Learning Specialist** to plan, design and deliver campaign specific learning and development.

This Learning Specialist role is to take responsibility for the training, documentation, support, ongoing success and learning needs analysis for one of our growing Medical Manufacturing clients. This will allow the campaign to grow effectively and efficiently, bringing in new staff as they grow and training replacement staff as the team move within the business.

A Learning Specialist will give the campaign a resource to take full responsibility for getting new hire staff up to speed; monitoring their transition to the role; identifying learning gaps and opportunities; deliver new updates and product/process information to let the business run smoothly and effectively. It is a highly energetic role, acting as role model for new staff and displaying the passion, involvement, engagement and commitment to exemplary customer service delivery every day, living the brand and being the inspirational “go-to” for all training and learning needs.

**Job Summary**:
**Responsibilities**
- Manage, coach and develop new and existing agents during learning experiences.
- Create Learning Needs Analysis for agents delivering customer / sales service
- Monitor and evaluate agent performance in their day to day duties
- Design training modules encompassing products, processes and performance
- Deliver day one inductions to new staff entering the business
- Deliver training in classroom and virtual environments
- Ensuring compliance and data management guidelines are met across the learning function
- Keep all relevant Learning documentation (grades, attendance, performance, scheduling, completion etc.) up to date and accurate along compliance standards.
- Act as role model in behaviour, attitude and action around the business, exemplifying the excellence in performance and quality expected of staff.
- Support the site learning team in delivering on their targets across all campaigns.
- Create learning experiences that equip new and long-term employees to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
- Update, maintain and present training materials and programs.
- Identify gaps in existing training materials and structures and proactively offer solutions or recommend changes.
- Provide coaching and feedback to trainees as part of their classroom learning experience.
- Participate in identifying program needs, obtaining technical data and scheduling programs.
- Represent the learning function in Weekly and Monthly business reviews

**Primary Job Responsibilities**:
**Your Experience**
- Working in a busy office environment, ideally a service centre/call centre
- Creating a variety of learning events based on clear measurable objectives
- Evaluating and improving existing training material to better focus results
- Delivering effective classroom-style training/learning events to groups from 1-2-1 side by side to larger groups of 15 or more.
- Marking, monitoring and measuring proof of knowledge tests and results to identify successes
- Planning quick-fixes and longer term training delivery strategy against a planning calendar
- Someone agile, resilient, organised, excellent communicator, creative and an effective leader

**Skills/Knowledge/Abilities**:
**Education**:
**Experience Target**:
**Specialized Certifications**:
**Learning Specialist**:
**Job Segment**:Call Center, Data Management, Learning, Customer Service, Data, Human Resources



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