Company Description:
At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Mgr-Technical Training who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.
As a Training Manager, you will deliver and evaluate soft & technical skills training on all aspects of client training.
Job Description:
Responsibilities:
- Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required
- Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of
a) conformance to curriculum/content delivery methods
b) calibrate & conform to client prescribed/mutually agreed qualitative standards
c) coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage
individual, group and class interactions
- Assess/Analyze/Monitors participant and class performance – as measured by KPIs during Nesting/Classroom.
- Prepare regular/accurate and meaningful internal and external reports related to training.
- Plan and plot in for resources as required (weekly, Bi-weekly, monthly).
- Prepare analysis & action plans to improve trainer/training delivery.
- Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
- Development of training for all aspects of client projects, including soft skills and technical skills.
- Participate in routine client/learner interaction.
- Perform other related duties and assignments as required and as assigned by supervisor or manager.
Qualifications:
Our most successful candidates will have:
- Earned a Bachelor’s degree in any field (Major in Education or Communication) preferred but not required.
- At least 5 to 6 years of work experience with Training in a contact center environment, 3 years of which as a people manager.
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
- Strong English verbal and written communication skills
- Strategic in developing solutions and process improvements
- Willingness and ability to work in a shifting or graveyard schedule
