Senior Learning Specialist

2 weeks ago


Plymouth, United Kingdom Foundever Full time

**Role**:
We have an exciting new opportunity to join our learning team as a senior learning specialist on a maternity cover basis.

This role will be responsible for delivering learning programs and development initiatives to enable the business to deliver on strategic and operational objectives through skill and capability development.

This will include delivering new hire training, soft skills and operational training for our Customer Service Advisors. As well as providing coaching and feedback to Customer Service Advisors, as well as also conduct observations and provide feedback to Learning Specialists.

Administration, data analysis and monitoring evaluation data to help identify successes, gaps and learning solutions will be regular elements of the role.

As a result, this role will have a direct impact on the culture and success of our employees, leaders and the company as a whole.

**Responbilities**:
Deliver soft skill and product training to newly recruited Sitel employees across campaigns, as defined by Sitel and our Clients, towards internal certification

Deployment of Campaign Customer Service Advisor training programmes onsite and/or virtually

Provide coaching and feedback to trainees as part of their classroom learning experience

Provide Grad Bay support to new hires when not conflicting with delivery commitments

Be a My Academy Ninja (Super User) for the Sitel LMS

Maintain training records and scores achieved

Identify gaps in existing training material and structure and proactively update, maintain and offer solutions

Observe, coach and develop site Learning Specialists

Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness.

Develop/implement training programs for contact centre associates.

Build and maintain successful relationships with key Sitel leaders and Campaign stakeholders, as well as client contacts

Assist Regional Learning Manager in designing learning strategies to fill needs as identified through analysis, and in partnership with the regional Site Leadership Teams.

Provide hands on support of all tactical activities when needed to ensure team success

**Experience**:

- At least 2 years’ experience in a learning specialist role
- Experience of coaching, mentoring and developing others
- Strong communication skills
- Experience of providing feedback, coaching, and developing others
- Ability to interpret data into the appropriate action required
- Ability to develop and maintain successful partnerships with both advisors and leaders
- Strong influencing skills at Team Manager and Operations Manager Level
- Strong organisational skills
- High attention to detail
- Ability to work in a fast-paced environment
- Able to prioritise workload to meet challenging deadlines and ability to multi-task
- Effective time management
- The ability to solve problems and offer solutions
- Strong Microsoft Excel, Word and PowerPoint knowledge

**Application Process**:
**Salary: £25,000**

**Location**: Plymouth OR Exeter On-site

This role will last for approx 9 months to cover maternity leave.
- You must be full time and fully flexible.



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