Company Description

You are joining Sutherland Global Services, a global business transformation company offering an integrated set of back-office and customer service support services. One of the largest, independent process transformation companies in the world, Sutherland serves marquee clients in major industry verticals. With our head office in Rochester, New York, USA, Sutherland spans 60 location across 19 countries supporting 8 industries, focusing on delivering results that businesses can see, resulting in improved experiences that their customers can feel.

Job DescriptionResponsible for providing day-to-day functional direction to agents within the program training classroom environment, student progress monitoring for the duration of training; providing coaching and developmental feedback and readiness recommendations.Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.Prepare and present training materials through classroom learning, hands on demonstration and supporting activities.Accountable for achieving individual training performance metrics.Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet the business standards.Maintain relevant product knowledge for each account by customer service transactions, attending client and cross functional meetings (as needed), and side by side observations.Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including- computer-based training, interactive, classroom training and written job aids.Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis.Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

QualificationsTechnical Proficiency: Strong computer literacy with the ability to quickly learn.Technical Knowledge: Basic understanding of CSS, HTML, and WordPress is highly advantageous. Proficient in Microsoft Office applications, such as MS-Excel and PowerPoint.Troubleshooting Skills: Confident and competent in diagnosing and resolving technical issues.Training Skills: Proven experience in utilizing various training methodologies and techniques. Can engage and communicate effectively to trainees learning preferences. Ability to analyze data to assess training effectiveness of each class.Communication: Fluent in written and verbal English, with the ability to comprehend and effectively communicate with Bokun onshore team and external customers who are business professionals. Able to present findings, data and recommendations to internal and Bokun stakeholders.Leadership and Time Management Skills: Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, has a sense of urgency, and works well under pressure. Strong attention to detail. Sense of professionalism and ability to develop good relationships. Effective problem-solving skills.Personal Attributes: Highly Energetic & Enthusiastic. Works effectively as part of a team and collaborates across functional teams.

Additional Information

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