Training Manager | Collections Campaign

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.

 

 

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.

 

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.