Senior Training Lead - Customer Service Excellence

Sutherland Global; Tarlac City; On-site; PHP 279,000 - 446,400; Full time

Job summary

Sutherland is seeking a Trainer to design and deliver training materials that equip the organization with essential skills. The role focuses on onboarding, progression, and enhancement training for a global team, including coaching for customer service staff and client-centric outcomes.

You will oversee new hire and ongoing training, emphasizing effective communication, learning facilitation, and performance improvement. A strong background in MS Office and English proficiency is required.

Qualifications

• Graduate of any 4-year course; college graduates or diploma holders preferred.
• B2 level English; strong communication and interpersonal skills.
• At least 1 year of experience in the same capacity.

Responsibilities

• Train a select team of outstanding Customer Service Consultants to improve end-user experience.
• Train and coach consultants to listen, empathize, and resolve issues for customers.
• Analyze performance and create training needs to meet client KPIs.
• Join a supportive team environment and collaborate to deliver the best learning outcomes.

Skills

Training & coaching

Customer service

MS Office (PowerPoint, Word, Excel)

English proficiency (B2)

Education

4-year college degree

Tools

PowerPoint

Word

Excel

Job description

Sutherland is seeking a Trainer to design and deliver training materials that equip the organization with essential skills. The role focuses on onboarding, progression, and enhancement training for a global team, including coaching for customer service staff and client-centric outcomes.

You will oversee new hire and ongoing training, emphasizing effective communication, learning facilitation, and performance improvement. A strong background in MS Office and English proficiency is required.