Collections Training Leader: Elevate Performance

Sutherland; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Sutherland is seeking a Training Manager to lead learning initiatives in a high‑volume contact center in the Philippines. You will develop trainers, coach teams, and drive operational readiness through effective classroom and nesting programs.

You will deliver both technical and soft skills training, monitor performance with KPIs, and partner with operations and clients to ensure training aligns with business goals. Strong leadership and English communication are essential.

Qualifications

• Minimum 5 years of collections training experience within a BPO or contact center.
• 2-3 years of experience as a Training Manager supporting collections programs.
• Minimum 5-6 years of overall training experience, with at least 3 years in a people leadership role.
• Strong understanding of adult learning principles, training delivery methodologies, and performance management.
• Excellent coaching, facilitation, and stakeholder management skills.
• Strong communication and presentation skills in English, both written and verbal.

Responsibilities

• Lead, coach, and develop a team of Training Specialists and Trainers to achieve training and operational goals.
• Observe training delivery, provide actionable feedback, and implement coaching plans to enhance trainer effectiveness.
• Manage and oversee classroom training, nesting operations, and learning interventions.
• Deliver technical and soft skills training programs as needed.
• Monitor learner performance throughout training and nesting phases, using data and KPIs to identify improvement opportunities.
• Develop and implement action plans that drive learner success, training efficiency, and operational readiness.
• Partner with operations, quality, and client stakeholders to ensure training aligns with business objectives and performance expectations.
• Analyze training outcomes and present meaningful reports, recommendations, and performance insights.
• Ensure adherence to learning standards, curriculum design, and training delivery best practices.
• Support training content enhancement and continuous process improvement initiatives.
• Participate in client meetings, calibration sessions, and strategic discussions related to learning and development.

Skills

Coaching

Stakeholder management

Adult learning

English communication

Data-driven decisions

Education

Bachelor's degree

Tools

Excel

PowerPoint

Word

Outlook

Job description

Sutherland is seeking a Training Manager to lead learning initiatives in a high‑volume contact center in the Philippines. You will develop trainers, coach teams, and drive operational readiness through effective classroom and nesting programs.

You will deliver both technical and soft skills training, monitor performance with KPIs, and partner with operations and clients to ensure training aligns with business goals. Strong leadership and English communication are essential.