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Lead - Technical Training at Sutherland | Mandaluyong City

SutherlandMandaluyong City
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

What We’re Looking For Qualifications & ExperienceBachelor’s Degree in any discipline. Minimum of 2 years of experience in Training, Learning & Development, or a similar role within a BPO or customer service setting. Prior experience in delivering technical or product-focused training is highly desirable. Strong familiarity with North American customer culture and communication styles. Technical & Professional SkillsProficient in MS Office Suite (PowerPoint, Excel, Word). Typing speed of at least 30 WPM with 85% accuracy. Exceptional facilitation, coaching, and presentation abilities. Solid understanding of adult learning principles and training methodologies. Strong analytical skills with a performance-driven mindset. Behavioral CompetenciesExcellent communication and interpersonal skills. Demonstrated leadership and mentoring capabilities. Proactive approach to problem-solving and performance enhancement.

About the job

Are you a dedicated and results-oriented professional looking for a significant opportunity? We invite you to apply for our Lead - Technical Training position, where you'll be instrumental in enhancing the training experience for our Customer Service Consultants supporting GoDaddy.

In this pivotal role, you will spearhead training initiatives, develop effective learning programs, and ensure that our employees gain the technical skills, product knowledge, and customer service abilities essential for success. Additionally, you will act as a performance partner, recognizing skill gaps and deploying targeted training strategies that align with our business and client objectives.

 

What You’ll Do

Training Delivery & Facilitation

  • Lead comprehensive training programs for new hires, upskilling, and ongoing learning.
  • Conduct engaging and interactive sessions focused on technical, product, and customer service training.
  • Create a welcoming and inclusive environment that caters to various learning styles.
  • Ensure that trainees achieve performance and knowledge milestones prior to deployment.

Performance & Training Needs Analysis

  • Examine performance data, quality scores, and operational metrics to uncover training opportunities.
  • Design and implement Training Needs Identification (TNI) initiatives in line with client KPIs.
  • Offer coaching and refresher training to elevate consultant performance.
  • Collaborate with Operations and Quality teams to ensure training aligns with business goals.

Coaching & Stakeholder Collaboration

  • Mentor consultants to enhance their technical knowledge and customer interaction skills.
  • Assist leadership teams in implementing performance enhancement strategies.
  • Work collaboratively with Quality, Operations, and Client stakeholders.
  • Contribute to the ongoing enhancement of training materials, delivery methods, and learning tools.

Content Development & Innovation

  • Create, update, and refine training materials, learning modules, and facilitator guides.
  • Apply adult learning principles and innovative training techniques.
  • Utilize digital learning platforms and tools to boost engagement and knowledge retention.

About Sutherland

About Sutherland:At Sutherland, we specialize in leveraging cutting-edge technologies such as Artificial Intelligence, Automation, Cloud Engineering, and Advanced Analytics. Our aim is to empower business leaders to achieve success through these vital factors. We partner with renowned brands globally, providing them with a unique value proposition through our market-leading technology and business process excellence. With over 200 unique inventions under several patents in AI and other critical fields, we drive digital transformation, optimize business operations, reinvent customer experiences, and pioneer innovative solutions—all delivered seamlessly through an “as a service” model. We tailor our proven strategies to fit the unique needs of each client, combining human expertise with artificial intelligence to create effective digital solutions that unlock potential.

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