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 setting.
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 team-oriented 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