Training Manager - BPO

About the role

Sutherland, a global provider of AI, automation, cloud engineering and advanced analytics services, is hiring a Training Manager in Alexandria. The manager creates and facilitates training materials focused on giving the organization fundamental skills and knowledge, and oversees new hire, progression and enhancement training.

Key responsibilities

• Supervise and observe training delivery in class
• Guide and coach trainers on technical and soft-skills topics
• Assess, analyze and monitor KPI performance for training waves
• Create action plans to improve training results
• Supervise, observe and coach Nesting Leads and support resources
• Produce accurate, timely reports as required
• Facilitate the handover of trainees to the production floor
• Drive learner performance week on week through contests, quizzes and tests

Required profile

• College degree (Masters or MBA preferred)
• Minimum 5 years of BPO experience, including at least 3 years managing a Training and Development business unit
• Excellent written and oral communication skills
• Ability to build networks across functions and maintain confidentiality and professionalism
• Strong work ethics, integrity, flexibility, customer service orientation, leadership and coaching skills, and team-building ability

Required skills

• MS Office: Excel, PowerPoint, Word and Outlook
• Training management and coaching