Job Description

- Responsible for the delivery and evaluation of soft & technical skills training on all aspects of client training; to prepare learners to perform job functions within predetermined KPIs/ performance standards.
- Responsible to utilize appropriate delivery techniques in a blended/scenario/transmission/self-based learning environment.
- Provide Coaching & Feedback and supervision during Nesting/BQ
- Support Nesting/BQ by observing, measuring, and monitoring learners as needed.
- Responsible for self-skilling & certification during periods of un-activity (classroom)
- Develop non-classroom communication and training materials for e.g., handouts etc.
- Coordinate New Hire, Progression & Enhancement Training activity
- Assess participant and class performance in PST & Nesting
- Participate in minor client interaction (including effective curriculum feedback and client visits)
- Perform other related duties and assignments as required and as assigned by supervisor or manager

Qualifications





- Earned a Bachelor’s degree in any field (Major in Education preferred)
- At least 2 years of experience in a Contact Center.
- 2+ years of training facilitation experience
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization
- Solid verbal and written communication skills
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
- Willingness and ability to work in a shifting or graveyard schedule
- Demonstrated proficiency in both verbal and written communication.
- Able to work independently and as part of a team

Additional information

- Process Type (Voice / Non-Voice / Hybrid) - Hybrid
- Shift Details (Timings & Rotational / Fixed) - Rotational
- Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) – Rotational
- Work Model (Work from Home / Work from Office / Hybrid) – Work from Office

📌 Lead - Process Trainer (Hyderabad)
🏢 Sutherland
📍 Hyderabad