Director - Training

Sutherland; Philippines; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

A leading global provider of outsourced services is seeking a Director - Training to develop effective training strategies and manage service quality. The ideal candidate will have at least 8 years of management experience and a Bachelor's degree. This role involves driving performance improvement initiatives and ensuring customer satisfaction through effective team collaboration.

Qualifications

• 8+ years of management experience, preferably in customer support.
• Strong skills in designing lesson plans and technology-enabled learning solutions.
• Demonstrated leadership skills to drive performance improvement.

Responsibilities

• Produce effective training strategies based on data analysis.
• Manage training to guarantee customer satisfaction.
• Oversee development of quality improvement initiatives.

Skills

Management experience

Problem-solving skills

Interpersonal skills

Analytical skills

Customer-oriented communication

Education

Bachelor’s degree

Job description

Company Description

Sutherland is seeking an organized and goal-oriented person to join us as a Director - Training. We are a group of driven and supportive 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

• Produce solid and effective training strategies based on accurate and meaningful data reports and analysis and/or keen observations to reduce new hire learning curve and support production in achieving program goals consistently.
• Build the Company: Partner with all divisions across all segments in efforts to improve and drive performance.
• Define Sutherland’s Reputation: Manage training, performance and service quality to guarantee customer satisfaction.
• Take the lead: Perform strategic analysis of business performance data to address Plan Sponsor needs; drive financials to ensure results and commitments are met.
• Improve the Company: Make recommendations to enhance processes and boost ease and efficiency. Strengthen Relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Drive Sutherland Forward: Oversee the design, development, and implementation strategies of quality improvement initiatives; translate knowledge of subject and business needs into clear strategic business plans.

Qualifications

• Bachelor’s degree
• Eight or more years of management experience; experience managing customer support.
• Ability to be creative and resourceful in finding effective solutions to problems and situations.
• Strong working knowledge in designing lesson plans, innovative technology-enabled learning solutions, facilitating functional T3 and governing new hire performance.
• Strong analytical skills, able to interpret data, identify trends, and make suggestions for improvements.
• Ability to be customer-oriented in managing communications and issues; have strong interpersonal and problem-solving skills.
• Ability to be pro-active in developing trust and professional rapport with employees and team members; work as a team player.
• Persistence in working through challenges and doing whatever it takes to get the job done.
• Demonstrated leadership skills; able to evaluate opportunities, develop, and implement performance improvement efforts.
• Ability to be strategic in developing solutions and process improvements.
• Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

Additional Information

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