Sutherland is seeking an attentive and goal-oriented person to join us as Trainer. 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!
Job DescriptionYour main tasks:
- Trainer Preparations
- Behavioral focuses
- RCA and development soft skills for new hires according to our business needs
- Check classroom materials, tools, equipment and supplies
- Review content for updates and which continuing education courses (CEs) to include
- Mentor Support
- Weekly touch base with leadership
- Attrition risks
- Feedback for Recruiting
- Class opportunities and roadblocks
- Curriculum schedule and time management
- Career development progress
- Training Manager 1:1
- Prepare for activities (Engagement activities, Experiential Learning Cycles, Role-plays, etc)
- Review Learning Styles for improvement learning experience
- Confirm logins received Scheduling time with Production
- Schedule production leadership and support classroom visits
- Schedule huddle time with Mentors assigned to class to discuss class focus, areas of opportunity and support expectations
- Coordinate time for Mentors meet & greet with NH class week 1
- Partner with WFM and production coach to schedule offline time for Mentor support starting with classroom call taking
- Email WFM & Production Coach to confirm Mentor schedule details
- Weekly updates to AC/ Coach/TM group
- Update attendance, behavioral plans and coaching documentation within iCube.
- AC/Coach/TM group will review and provide any feedback / concerns to Trainer and Training Manager.
- Classroom attendance
- Connect with support and production managers to understand site call drivers and areas of focus in daily needs
- Review/schedule make up time for absences
- Partner with AC/Coach/TM performance update
- Work with Training Schedule invite for weekly performance review, including production leadership/support
- Gather any insights shared from AC/Coach/TM behavioral opportunities observed during remote listening
- Gather call listening insights from production leadership to align new hire behavioral focus Facilitate Transition to Production by scheduling
- Production team huddles/team meetings
- 1:1 time with assigned AC/Coach for meet and greet and feedback
- NH taking TCC calls with their team if allotted
- Invite to graduation
- Documented handoff with production
- Meet 1:1 with production leaders to share handoff including:
- Weekly performance trends
- Attendance
- 6-month tenure in current role with no disciplinary actions and great performance
- Site and full time Availability
- Analytical Thinking
- Facilitation Skills
- Trustworthiness
- Excellent communication and time management skills
- Adult Learning Principles
- MS Office Knowledge
- English B2 or above
All your information will be kept confidential according to EEO guidelines.
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What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences!
Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow.
For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation.
We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another.
We call it One Sutherland. #MakeDigitalHuman
