Training Manager | Collections Campaign

Sutherland Global; San Fernando; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland Global is seeking a Mgr-Technical Training in the Philippines to build and deliver training programs that equip teams with core skills. The role supervises 6-10 trainers, coaches in curriculum delivery, and ensures compliance with client standards.

Responsibilities include monitoring training, preparing analytics reports, planning resources, and delivering both soft and technical training. A Bachelor’s degree is preferred, with 5–6 years in training within contact centers and 3 years

Qualifications

• 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 (Education or Communication preferred).
• At least 5–6 years of Training in a contact center; 3 years as a people manager.
• Excellent MS Office skills and strong English verbal/written communication.
• Strategic thinking for solutions and process improvements.

Responsibilities

• Observe and review training delivery and coach trainers; supervise nesting operations.
• Coach T-Specs on curriculum delivery, client standards, and class interactions.
• Assess participant performance and prepare meaningful reports.
• Plan resources weekly/bi-weekly/monthly and develop action plans to improve delivery.
• Deliver training programs and conduct coaching demos for trainers.
• Develop training for client projects, including soft and technical skills.
• Participate in routine client/learner interactions and related duties.

Skills

Training management

People management

Coaching

English communication

Education

Bachelor's degree in Education or Communication

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

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.