English Specialists
(National Capital Reg – Makati or Ortigas)

RESPONSIBILITIES:

· Improve the English Communications skills of Customer Service Representatives (CSR) through proper diagnostic assessments, development of various language interventions and effectiveness data tracking.
· Coordinate closely with various support groups and operations teams to understand English communications needs of accounts to develop training/interventions targeted to the unique needs of each relevant business unit.
· Assist HR recruitment in evaluating the English Communication skills of applicants.
· Monitor the English Communications skills of CSRs against account-specific benchmarks as per established requirements.
· Plan and Develop effective language training interventions to address relevant performance gaps and drive continuous quality improvement.
· Validate the effectiveness of the English Communications Program through continuous performance analysis based on well-defined measurable targets.
· Conduct orientation and calibration sessions with HR Recruitment, QA, Training and Account Officers on English communications levels.
· Educate operations and support groups on the English Communications Program in Sykes Philippines
· Ensure process compliance in the implementation of the English Communications Program.
· Perform other tasks that may be related to the English Communications Program.

QUALIFICATIONS

Language Program Development

1. Ability to negotiate, create and drive language intervention programs within an assigned account
2. Ability to analyze language performance data and use in development and effectiveness tracking of language interventions.
3. Ability to effectively consult accounts on language interventions and work in the capacity of a Subject Matter Expert
4. Effective coaching and mentoring skills.
5. Effective problem resolution skills.
6. Ability to identify and respond to account language needs.
7. Proactive in taking responsibility for addressing English language issues in an assigned account.

Planning and Organizing

1. Drive and take ownership of language programs for assigned accounts
2. Deliver projects on time as negotiated with account management
3. Deliver projects on time as assigned by English Communications Department
4. Review and evaluate an account’s English Communications program, and plan implementation in close coordination with Operations
5. Organize time and work so as to manage priorities effectively and meet deadlines
6. Make effective and efficient use of the office resources

EDUCATION and/or EXPERIENCE

1. University degree preferably in Communications, Education, English or English as a Second Language
2. Experienced and immersed in a native English-speaking culture
3. Experienced in developing and delivering language curricula in an academic or business environment.
4. Related experience in effective monitoring, coaching, and training
5. High organizational, planning and negotiation skills
6. Proven analytical and creative thinking abilities
Required language(s): English.

Visit http://ph.sykes.com for more information about our Philippines office.

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