Company Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a Sr. Associate Manager for training. 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:
As a Sr. Associate Manager - Training, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.
Key Responsibilities
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Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards
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Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes
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Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps
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Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions
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Participate in planning and deploying training initiatives that support operational goals and business needs
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Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary
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Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders
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Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership
Qualifications:
Minimum Qualifications
- Minimum of 3 years of BPO experience, including at least 1–2 years supporting or coordinating Sales Training and Development initiatives
- At least 1 year of experience in a POC or Supervisor-level role
- Strong sales leadership experience, with demonstrated ability to:
- Lead, motivate, and drive a sales team
- Deliver proven and measurable sales performance results
- Solid understanding of training and learning principles, including:
- Ability to translate sales performance gaps and business needs into effective training and development solutions
- Proficient in MS Office applications: Excel, PowerPoint, Word, and Outlook
- Strong written and verbal communication skills
- Demonstrated ability to collaborate and build effective working relationships across teams and departments
- Professional demeanor with the ability to handle sensitive information with confidentiality and discretion
- Strong sense of responsibility, adaptability, customer service orientation, and a team-first mindset
- Exposure to or experience with coaching, mentoring, or supporting team development is a plus
Additional Information:
All your information will be kept confidential according to EEO guidelines.
