Associate Training Manager

1 day ago

hyderabad, India Sutherland Full time

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 at adding voice and accent trainers with current industry practices to run new hire training and language enhancement training/coaching sessions end to end for our front-line associates.

Associate Managers in this role get to:

Enable and guide: Deliver and evaluate language & softskills training on all aspects of client training.

Create, facilitate and / or revise training materials and documents to equip staff with fundamental skills and knowledge. Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting.

Facilitate all aspects of floor-training and BQM training for the program. Supervise and coach learners in nesting & BQM type environments.

Facilitate multi-hour product, behavioral or tool change type learning experiences. Oversee new hire progression and enhancement training.

Provide feedback and implement appropriate solutions.

Coach and give feedback to trainees to help them fulfill performance metrics.

Impact the bottom line: Fill out accurate reports. Strengthen relationships: Establish and maintain communication with clients and / or team members. Understand needs, resolve issues and meet company expectations.

Be the point of contact: Handle phone calls and transactions for the program.

Our most successful candidates will have: -

- A Bachelor’ Degree (Masters/MBA is a plus)
- Minimum of 10 years BPO / ITES / Outsourcing / Call Center experience with at least 4-5 years of managing Training and Development business unit
- Good knowledge on feedback / coaching and mentoring models
- Handled a team in the capacity of an Assistant Manager, mentor, coach
- Good understanding on continuous improvement framework
- To be in the top 25 percentile from a performance standpoint.
- No disciplinary actions taken in the last 2 years.
- Demonstrated ability to use MS Office applications: Excel, Power Point, Word and Outlook
- Excellent written and oral communication skills
- Excellent ability to build networks within and across functions through proactive communication
- The ability to maintain a high degree of confidentiality and professionalism is critical
- Strong work ethics, integrity, flexibility, diversity, customer service orientation, leadership / coaching skills and team building abilities are essential

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