Lead - Technical Training

Company Description:

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

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.