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 to add a Trainer who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.
If you are a Trainer looking for a global career, do not miss this opportunity!
As a Trainer, you will set the path to success by overseeing new hire, progression and enhancement training. You are also expected to:
Key Responsibilities
- Train a select team of outstanding Customer Service Consultants: To make a difference for end-users, by training new hires in customer service skills and client product and process
- Positively impact on Program performance -Train and coach: To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers
- Analyze performance and create TNI (training need): Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performance is critical to this role
- Teamwork: To join a supportive team environment where collaboration is critical to providing the best experience for our customers
- Graduate of any 4 year Course
- Education: Preferably College Graduates or Diploma holders
- Language Skills: B2 English level
- With at least 2 years experience in the same capacity
- Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
- Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
- Typing skill (30 WPM, Accuracy of 85%)
- Proficient in MS Office applications - Powerpoint, Word, and Excel
- People Skills: Extroverts - like to socialize
- Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
- Ability to build networks within and across functions through proactive communication.
- Soft Skills: Must be a self-starter, organized, and excellent with time management
- Ability to maintain a high degree of confidentiality and professionalism is critical
- Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership/coaching skills and team building abilities are essential
- Call handling Skills: Very high Customer centricity
- Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
- Solution oriented, polished etiquette
- Creates a positive impression of client when interacting with customers.
- Facilitation Skills: Agenda planning, active listening
- Create positive interactive environment that drives learning
All your information will be kept confidential according to EEO guidelines.