Training Supervisor

4 weeks ago

Taguig, National Capital Region, Philippines Sutherland Global Full time
Company Description:

Sutherland started 33 years ago with the objective of "Helping out clients maximize their customer lifetime value and increase their competitive advantage by helping drive productivity and efficiency while delivering measurable results". That strategic mission has remained unchanged. Today, we are a digital transformation company and our product is exceptional experiences for our clients, their customers, their employees, and our employees. We combine front-end customer focused services with optimized back-end processes in an integrated manner along the entire journey map of the customer. This holistic view of our clients' customers, powered by our deep domain knowledge, design thinking, and advanced analytics-driven business insights, allows us to work exceptionally well with our clients through their digital transformation journey.

Job Description:
  • Observe and review training delivery and coach and develop Trainers. Supervise delivery of training, manage and supervise a team of Trainers, and train classes as required.
  • Responsible for certification and calibration for all assessments, both internal and third-party.
  • Provide technical/soft-skills related coaching/guidance to the Trainers in aspects of:
  1. Conformance to curriculum/content delivery methods.
  2. Calibration & conformance to client prescribed/mutually agreed qualitative standards.
  3. Coaching Trainers/ATS's/Nesting Support Staff to effectively conduct/manage individual, group, and class interactions.
  • Assess/Analyze/Monitor participant and class performance as measured by KPIs during Nesting/Classroom.
  • Prepare regular, accurate, and meaningful internal and external reports related to training.
  • Plan and allocate resources as required (weekly, bi-weekly, monthly).
  • Prepare analysis & action plans to improve trainer/training delivery.
  • Deliver training programs as required and provide delivery demos for trainers as per coaching plans.
  • Develop training for all aspects of client projects, including soft skills and technical skills.
  • Participate in routine client/learner interaction.
  • Perform other related duties and assignments as required and assigned by supervisor or manager.
Qualifications:
  • Minimum of one year experience as a training supervisor in customer/technical support service or Business Process Outsource (BPO) environment.
  • Bachelor's/College Degree with a minimum of 2 years experience in a learning and development environment focusing on training curriculum design, development, and delivery; equivalent education or experience may be substituted for any of the above.
  • Expertise in the ADDIE Process.
  • Strong facilitation and classroom management skills.
  • Knowledge of Adult Learning Principles, Constructivism, and other learning theories.

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