Training Manager | Collections Campaign

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:

• 5 years of strong collections background as a trainer; 2-3 years collections background as a Training Manager.

• 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.