Technical Trainer

Sutherland; Mabalacat; On-site; PHP 335,000 - 558,000; Full time

Job summary

Sutherland in the Philippines is seeking a trainer to design and deliver materials for onboarding and ongoing staff development. You will oversee nesting, coaching, and multi-week training programs, ensuring knowledge transfer and performance alignment across teams.

The role emphasizes strong English communication, mastery of Microsoft Office, and adaptability to shifting schedules in a tech account environment.

Qualifications

• Bachelor’s degree in any field (Major in Education or Communication preferred).
• At least 2-3 years of work experience as a Trainer supporting a Tech account.
• 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.
• Strong understanding of cloud-based telephony (VoIP), including inbound and outbound call handling, call transfers, conferencing, voicemail, and agent state management.
• Knowledge of Contact Center as a Service (CCaaS) platforms, including queue management, skills-based routing, call flows, and service level concepts.

Responsibilities

• Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge.
• Fill out accurate reports.
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations.
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
• Facilitate all aspects of floor-training and BQM Training for the program.
• Responsible for self-skilling & certification during periods of un-activity (classroom).
• Supervise and coach learners in nesting & BQM type environments.
• Facilitate multi-hour product, behavioral or tool change type learning experiences.
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions; and
• Coach and give feedback to trainees to help them fulfill performance metrics.
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution.

Skills

English communication

Coaching

Client communication

Training delivery

Process improvement

Schedule flexibility

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description

You are also expected to:

• Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge.
• Fill out accurate reports.
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations.
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.
• Facilitate all aspects of floor-training and BQM Training for the program.
• Responsible for self-skilling & certification during periods of un-activity (classroom).
• Supervise and coach learners in nesting & BQM type environments.
• Facilitate multi-hour product, behavioral or tool change type learning experiences.
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions; and
• Coach and give feedback to trainees to help them fulfill performance metrics.
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution.

Qualifications

Our most successful candidates will have:

• Earned a Bachelor’s degree in any field (Major in Education or Communication preferred)
• At least 2-3 years of work experience as a Trainer supporting a Tech account.
• 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.
• Strong understanding of cloud-based telephony (VoIP), including inbound and outbound call handling, call transfers, conferencing, voicemail, and agent state management.
• Knowledge of Contact Center as a Service (CCaaS) platforms, including queue management, skills-based routing, call flows, and service level concepts.

Additional Information

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

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