Trainer | Collections

Sutherland Global; Hinoba-an; Hybrid; PHP 335,000 - 536,000; Full time

Job summary

Sutherland Global in the Philippines is seeking a Trainer to create and facilitate training materials, equipping staff with essential skills and knowledge for ongoing growth.

You will lead multi-week new hire training, nesting, floor training, and BQM sessions, while coaching learners and ensuring accurate reporting. This role emphasizes self-improvement, client communication, and delivering effective learning experiences across teams.

Qualifications

• 2-3 years collections agent and 1-2 years collections trainer in a contact center setting.
• Bachelor's degree in any field (Major in Education or Communication preferred) not required.
• Excellent working knowledge of 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

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
• 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

Training material development

Coaching/mentoring

Process improvement

Education

Bachelor's degree

Tools

Excel

PowerPoint

Word

Outlook

Job description

Company Description:

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.
For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Sutherland
Digital Outcomes.

Job Description:

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Trainer who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.

If you are a Trainer looking for a global career, do not miss this opportunity!

You are 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;


• 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:

• 2-3 years collections agent and 1-2 years collections trainer in a contact center setting.


• Earned a Bachelor’s degree in any field (Major in Education or Communication preferred) not required.


• 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

Additional Information:

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