Sutherland Global Services

Lead Training

3 weeks ago
Job ID


Sutherland is seeking an analytical and attentive person to join us as a Lead - Training. We are a group of forward-thinking and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!


  • Keep management updated: Relay important information in the form of timely and accurate reports
  • Set the path to success: Provide language expertise, guidance, and coaching on customer service delivery
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
  • Influence the lives of others: Develop, train, and manage program trainers; Mentor, coach and monitor the performance of Trainers; Develop non-classroom communication and training materials; Coordinate New Hire, Progression & Enhancement Training activity
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations
  • Empower the workforce: Oversee program trainers in creating, facilitating, and/or revising training materials and documents to equip staff with fundamental skills and knowledge


Education Requirements: Bachelor’s degree

Experience Requirements: 2+ years in contact center training 


To succeed in this position, you must:


  • Be able to work in MS Office
  • Be able to work in a fast-paced environment
  • Be able to provide effective coaching & feedback to floor consultants
  • Be strategic in developing solutions and process improvements
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Be pro-active in developing trust and professional report with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner


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