Company Description:
You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.
Job Description:
You are expected to:
- Supervise/Observe training delivery in class.
- Guide/Coach trainers on technical soft-skills related aspects.
- Assess/Analyze/Monitor KPI performance for waves.
- Create effective action plans for improvements in training results.
- Supervise, observe, and coach the nesting leads and support resources.
- Deliver and evaluate soft & technical skills training on all aspects of client training.
- Create, facilitate and / or revise training materials and documents to equip staff with fundamental skills and knowledge.
- Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
- Facilitate all aspects of floor-training and manage new hire training life cycle.
- Supervise and coach learners in nesting and refresher training type environments.
- Oversee new hire progression and enhancement training.
- Provide feedback and implement appropriate solutions.
- Coach and give feedback to trainees to help them fulfill performance metrics.
- Understand needs, resolve issues and meet company expectations.
- Be the point of contact for all training requirements.
- Engage with training partners from the client location and work with in, establishing effective processes that has a positive outlook of new hire speed to proficiency and enables SD with flexible practices that can positively influence the program performance on core metrics governing customer and business efficiency.
Qualifications:
Our most successful candidates will have:
- Earned a bachelor’s degree in any field (Major in Education or Communication preferred).
- At least 1-2 years of work experience as a training supervisor/associate 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.
- Be able to communicate in a clear, constructive, and professional manner.
- Ability to be pro-active in developing trust and professional report with employees and team members.
- Work as a team player.
- Demonstrate leadership skills.
- Be able to take the lead in making improvements and resolving issues.
Additional Information:
Opportunity for continuous learning and upskilling yourself.
