Lead Technical Training

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! 

As a Trainer, you will set the path to success by overseeing new hire, progression and enhancement training. You are also expected to:

Key Responsibilities

• Train a select team of outstanding Customer Service Consultants: To make a difference for end-users, by training new hires in customer service skills and client product and process
• Positively impact on Program performance -Train and coach: To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers
• Analyze performance and create TNI (training need): Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performance is critical to this role
• Teamwork: To join a supportive team environment where collaboration is critical to providing the best experience for our customers 

Qualifications

• Graduate of any 4 year Course
• Education: Preferably College Graduates or Diploma holders
• Language Skills: B2 English level 
• With at least 2 years experience in the same capacity
• Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
• Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
• Typing skill (30 WPM, Accuracy of 85%) 
• Proficient in MS Office applications - Powerpoint, Word, and Excel  
• People Skills: Extroverts - like to socialize 
• Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations 
• Ability to build networks within and across functions through proactive communication. 
• Soft Skills: Must be a self-starter, organized, and excellent with time management 
• Ability to maintain a high degree of confidentiality and professionalism is critical 
• Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential 
• Call handling Skills: Very high Customer centricity 
• Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way 
• Solution oriented, polished etiquette  
• Creates a positive impression of client when interacting with customers. 
• Facilitation Skills: Agenda planning, active listening 
• Create positive interactive environment that drives learning  

Additional Information

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