Manager - Technical Training

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

You are also expected to

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.