Lead Training Manager - Tech & Soft Skills

Sutherland; Paombong; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Sutherland in the Philippines is seeking a Mgr-Technical Training to create and facilitate training materials, delivering soft and technical skills training across client projects.

The role includes coaching trainers, supervising nesting operations, and preparing insightful reports while planning resources weekly and monthly. Strong leadership and English communication are essential for success in a dynamic contact center environment.

Qualifications

• 5 years of strong collections background as a trainer.
• 2-3 years collections background as a Training Manager.
• Bachelor’s degree in Education or Communication preferred but not required.
• 5-6 years of training in a contact center with 3 years in people management.
• Proficient in MS Office and fluent in English.

Responsibilities

• Observe and review training delivery and coach and develop trainers; supervise delivery of training and nesting operations; manage a team of 6-10 trainers/Training Specialists.
• Provide coaching in curriculum/content delivery methods and conform to client standards.
• Assess and monitor participant and class performance using KPIs during Nesting/Classroom.
• Prepare regular internal and external reports related to training.
• Plan and plot for resources weekly, bi-weekly, monthly.
• Prepare analysis and action plans to improve trainer delivery.
• Deliver training programs as required and provide demos for trainers.
• Develop training for client projects including soft and technical skills.
• Participate in routine client/learner interactions.
• Perform other duties as assigned by supervisor or manager.

Skills

Strong English communication

MS Office proficiency

Strategic problem solving

Graveyard shift availability

Education

Bachelor's degree in Education or Communications

Tools

Microsoft Office

Job description

Sutherland in the Philippines is seeking a Mgr-Technical Training to create and facilitate training materials, delivering soft and technical skills training across client projects.

The role includes coaching trainers, supervising nesting operations, and preparing insightful reports while planning resources weekly and monthly. Strong leadership and English communication are essential for success in a dynamic contact center environment.