Trainer

Sutherland is seeking an attentive and goal-oriented person to join us as Trainer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed.

We want to work with you!

Responsibilities

Trainer Preparations; Behavioral focuses; RCA and development soft skills for new hires according to our business needs; Check classroom materials, tools, equipment and supplies; Review content for updates and which continuing education courses (CEs) to include; Support help; Weekly touch base with leadership; Attrition risks; Feedback for Recruiting; Class opportunities and roadblocks; Curriculum schedule and time management; Career development progress; Training Manager 1:1; Prepare for activities (Engagement activities, Experiential Learning Cycles, Role-plays, etc); Review Learning Styles for improvement learning experience; Confirm support permissions to systems as needed (example: Credentials and system access); Confirm logins received Scheduling time with Production; Schedule production leadership and support classroom visits; Schedule huddle time with support assigned to class to discuss class focus, areas of opportunity and support expectations; Coordinate time for support meet & greet with NH classes; Partner with WFM and production coach to schedule offline time for support starting with classroom call taking; Email WFM & Production Coach to confirm support schedule details; Weekly updates to AC/ Coach/TM group; Update attendance, behavioral plans and coaching documentation within iCube.; AC/Coach/TM group will review and provide any feedback / concerns to Trainer and Training Manager.; Classroom attendance; Connect with support and production managers to understand site call drivers and areas of focus in daily needs; Review/schedule make up time for absences; Partner with AC/Coach/TM performance update; Work with Training Schedule invite for weekly performance review, including production leadership/support; Gather any insights shared from AC/Coach/TM behavioral opportunities observed during remote listening; Gather call listening insights from production leadership to align new hire behavioral focus Facilitate Transition to Production by scheduling; Production team huddles/team meetings; 1:1 time with assigned AC/Coach for meet and greet and feedback; NH taking TCC calls with their team if allotted; Invite to graduation; Documented handoff with production; Meet 1:1 with production leaders to share handoff including:; Weekly performance trends; Attendance

Requirements

6-month tenure in current role with no disciplinary actions and great performance; Open to: Associate Coaches, Assistant Trainers y Coaches; Product knowledge in T-Mobile product is a must; Site and full time availability; Analytical thinking; Facilitation skills; Trustworthiness; Excellent communication and time management skills; Adult learning principles; MS Office knowledge; English B1 or above (Desirable)