Sutherland Global Services

Sr. Specialist

3 weeks ago
Job ID
2017-33194
Category
Operations - Service Delivery
IN-TN-Chennai

Overview

Sutherland is seeking an attentive and goal-oriented person to join us as a Senior Specialist. We are a group of driven 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!

Responsibilities

  • Training management: Attends weekly coaching session with Agents.
  • 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
  • Empower the workforce: Create, facilitate, and/or revise training materials and documents to equip staff with fundamental skills and knowledge
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Evaluation: Identifies needed revisions/additions to training curriculum/scenarios/materials in cooperation with Agents/TMs/ Instructional Designers/Client etc

Qualifications

Education Requirements: Graduate

 

To succeed in this position, you must:

 

  • Be able to work in MS Office
  • Have good domain knowledge
  • Be able to work in a fast-paced environment
  • Be able to provide effective coaching & feedback to floor consultants
  • Be able to understand the learning style of the audience and prepare training content to suite their learning style
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Be pro-active in developing trust and professional rapport 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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