Training Manager | Collections Campaign

Sutherland; San Fernando; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Sutherland is seeking a Mgr-Technical Training to create and facilitate training materials focused on equipping the organization with fundamental skills and knowledge. You will deliver and evaluate soft and technical skills training across client training areas.

Your responsibilities include coaching a team of 6–10 trainers, supervising nesting operations, preparing KPI-based assessments, and delivering comprehensive training programs aligned with client requirements.

Qualifications

• 5 years of training experience in collections.
• 2–3 years as a Training Manager in collections.
• Bachelor’s degree in Education or Communications preferred.
• 5–6 years of experience in contact center training with 3 years in people management.
• Strong English verbal and written communication.
• Proficient in MS Office applications.

Responsibilities

• Observe and review training delivery and coach trainers.
• Supervise delivery of training and nesting operations for a team of 6–10 trainers.
• Provide coaching on soft and technical skills.
• Assess participant performance using KPIs.
• Prepare internal and external training reports.
• Plan resources on a weekly to monthly basis.
• Develop training for client projects including soft and technical skills.
• Engage in routine client/learner interactions.
• Perform other duties as assigned.

Skills

Training management

Leadership

English communication

MS Office

Education

Bachelor's degree in Education or Communications

Tools

MS Office Suite

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 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

a) conformance to curriculum/content delivery methods

b) calibrate & conform to client prescribed/mutually agreed qualitative standards

c) coach T-Specs/ ATS’s/Nesting Support Staff to effectively conduct/manage

individual, group andclass 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.

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