Company Description:
Sutherland is seeking an attentive and goal-oriented person to join us as Trainer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, ¡we want to work with you!
Job Description:
Your main tasks:
- Trainer Preparations
- Behavioral focuses
- RCA and development soft skills for new hires according to our business needs
- Check classroom materials, tools, equipment and supplies
- Review content for updates and which continuing education courses (CEs) to include
- Mentor Support
- Weekly touch base with leadership
- Attrition risks
- Feedback for Recruiting
- Class opportunities and roadblocks
- Curriculum schedule and time management
- Career development progress
- Training Manager 1:1
- Prepare for activities (Engagement activities, Experiential Learning Cycles, Role-plays, etc)
- Review Learning Styles for improvement learning experience
- Confirm Mentor permissions to systems as needed (example: Credentials and system access)
- Confirm logins received Scheduling time with Production
- Schedule production leadership and support classroom visits
- Schedule huddle time with Mentors assigned to class to discuss class focus, areas of opportunity and support expectations
- Coordinate time for Mentors meet & greet with NH class week 1
- Partner with WFM and production coach to schedule offline time for Mentor support starting with classroom call taking
- Email WFM & Production Coach to confirm Mentor schedule details
- Weekly updates to AC/ Coach/TM group
- Update attendance, behavioral plans and coaching documentation within iCube.
- AC/Coach/TM group will review and provide any feedback / concerns to Trainer and Training Manager.
- Classroom attendance
- Connect with support and production managers to understand site call drivers and areas of focus in daily needs
- Review/schedule make up time for absences
- Partner with AC/Coach/TM performance update
- Work with Training Schedule invite for weekly performance review, including production leadership/support
- Gather any insights shared from AC/Coach/TM behavioral opportunities observed during remote listening
- Gather call listening insights from production leadership to align new hire behavioral focus Facilitate Transition to Production by scheduling
- Production team huddles/team meetings
- 1:1 time with assigned AC/Coach for meet and greet and feedback
- NH taking TCC calls with their team if allotted
- Invite to graduation
- Documented handoff with production
- Meet 1:1 with production leaders to share handoff including:
- Weekly performance trends
- Attendance
Qualifications:
- 6-month tenure in current role with no disciplinary actions and great performance
- Experience as: Representative (12 months), Associate Coach (6 months), Assistant Trainer (6 months) and Coach (6 months)
- Product knowledge in T-Mobile product is a must
- Site and full time Availability
- Analytical Thinking
- Facilitation Skills
- Trustworthiness
- Excellent communication and time management skills
- Adult Learning Principles
- MS Office Knowledge
- English B1 or above (Plus)
Additional Information:
All your information will be kept confidential according to EEO guidelines.
