Total 3 job vacancies by Sutherland

As a Sr. Associate Manager - Training, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards

• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes

• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps

• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions

• Participate in planning and deploying training initiatives that support operational goals and business needs

• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary

• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders

• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership

Responsibilities:

• Managing Team Performance: Improve team performance on Customer Experience metrics (Resolution and CSAT) through call listening, behavioral coaching and setting effective action plans. Address Team level variation through targeted coaching for outliers and involving on Continuous Improvement activities:
  • i. Accomplish weekly deliverables, such as:
    • Coaching compliance inclusive of RCAs and action Plans.
    • Weekly Audit requirement and call scrubbings.
    • Team attendance infractions insights thru internal Sutherland attendance tool.
  • ii. Provide ideas that can help the client improve their product, business, processes and/or policies.
  • iii. Present Team Performance to Clients in as needed basis.
• Client advocate: Address team attendance and attrition through relationship building and removing barriers that affect People Metrics. Improve employee morale.
  • i. Set up accountability discussions on attendance and performance challenges.
  • ii. Report potential red flag on employee retention and partner with Operations Manager on stay interviews.
  • iii. Keep employees in the loop for any internal and external updates.
    • Have Team participate on Site and Program employee engagement activities.
  • iv. Come up with Team level mini engagement activities to hype morale.

Managers in this role get to:

Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance and attrition.

Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.

Influence the lives of others: Develop, train, and manage team members.

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.

Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions.

Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.

Keep leaders informed: Relay important information in the form of timely and accurate reports.