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!

Your main tasks:

• 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

• 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)

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.