Training Manager | Collections Campaign

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

Company 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 Mgr-Technical Trainingwho will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.

As a Training Manager, you will deliver and evaluate soft & technical skills training on all aspects of client training.

Job Description:

Responsibilities:

• Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required
• Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of:
  • conformance to curriculum/content delivery methods
  • calibrate & conform to client prescribed/mutually agreed qualitative standards
  • coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage individual, group and class interactions
• Assess/Analyze/Monitors participant and class performance – as measured by KPIs during Nesting/Classroom.
• Prepare regular/accurate and meaningful internal and external reports related to training.
• Plan and plot in for resources as required (weekly, Bi-weekly, monthly).
• Prepare analysis & action plans to improve trainer/training delivery.
• Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
• Development of training for all aspects of client projects, including soft skills and technical skills.
• Participate in routine client/learner interaction.
• Perform other related duties and assignments as required and as assigned by supervisor or manager.

Qualifications:

Our most successful candidates will have:

• 5 years of strong collections background as a trainer; 2-3 years collections background as a Training Manager.
• Earned a Bachelor’s degree in any field (Major in Education or Communication) preferred but not required.
• At least 5 to 6 years of work experience with Training in a contact center environment, 3 years of which as a people manager.
• 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.