Training Supervisor

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. Experience to our clients, their customers, their employees and our employees. We combine the 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 with 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 on the same/ Supervise delivery of training, manage and supervise a team of Trainers, train classes as and when required
• Responsible for certification and calibration for all assessments, both internal and 3rd party.
• Provide technical/soft-skills related coaching/guidance to the Trainers in aspects of –

1. conformance to curriculum/content delivery methods 
2. calibrate & conform to client prescribed/mutually agreed qualitative standards
3.  coach Trainers / ATS’s/Nesting Support Staff to effectively conduct/manage individual, group and class interactions 

• Assess/Analyze/Monitors 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 plot in for resources as required (weekly, Bi-weekly, monthly).
• Prepare analysis & action plans to improve trainer/training delivery
• Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.
• Development of 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 as 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 minimum of 2 years experience in 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 on the ADDIE Process.
• Strong facilitation and classroom management skills.
• Knowledge of Adult Learning Principles, Constructivism, and other learning theories.