Training Specialist
Bogota, Cundinamarca, CO
hace 12 horas

Job Description :

Sutherland is seeking a reliable and detail-oriented person to join us as a Trainer. We are looking for 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!

Our Training Specialist get to : Train a select team of outstanding Sales and Tech support Consultants : To make a difference for end-users, by training new hires in customer service skills, sales and client product and process Positively impact on Program performance -Train and coach : To coach consultants to listen, empathize, identify reported issues to create far-reaching solutions for customers Analyze performance and create TNI (training need) : Understanding Client Goals and identifying the Behaviors and skills that impact each KPI performace is critical to this role

Teamwork : To join a supportive team environment where collaboration is critical to providing the best experience for our customers

Qualifications :

Our most successful candidates have :

  • Education : Preferably College Graduates or Diploma holders
  • Language Skills : Bilingual trainer, C1 Portuguese Level, B2H English level.
  • Excellent communication skills - verbal, written, listening :
  • Communicates his / her questions and answers in a well-organized manner.
  • Basic Cultural / market sensitivity with respect to norms of the primarily Brazilian customer base.
  • Understands and can effectively hold conversations with Brazilian customers (e.g. understands common references, slang, and terms)
  • Typing skill (30 WPM, Accuracy of 85%)
  • Proficient in MS Office applications - Powerpoint, Word, and Excel
  • People Skills : Extroverts - like to socialize
  • Is able to Adjusts his / her behavior and communication to accommodate working styles and perspectives from learners / customers with diverse levels of technical knowledge,
  • professional backgrounds, and geographical locations
  • Ability to build networks within and across functions through proactive communication.
  • Soft Skills : Must be a self-starter, organized, and excellent with time management
  • Ability to maintain a high degree of confidentiality and professionalism is critical
  • Strong work ethic, integrity, flexibility, diversity, customer service orientation, leadership / coaching skills and team building abilities are essential
  • Call handing Skills : Very high Customer centricity
  • Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
  • Solution oriented, polished etiquette
  • Creates a positive impression of client when interacting with customers.
  • Facilitation Skills : Agenda planning, active listening
  • Create positive interactive environment that drives learning
  • Ensures effective participation, facilitation through demonstration
  • Work Experience : BPO experience as a trainer and / or teaching experience (sales and / or tech program)
  • Training Experience : Preferably should have been in a role of QA / SME / VTF / Trainer for at least 6 months.
  • Leadership and Work Ethics Expectations - THIS IS MANDATORY and all selected candidates must be compliant : High integrity in following client and SGS mandated processes
  • Set positive example with their behavior
  • Drives time sensitivity - is not tardy
  • Complete given tasks within timelines set
  • MUST be Flexible to work in any shift
  • Must handle transactions ( Calls / emails / chats) to ensure knowledge retention.
  • Has to meet and exceed a Quality Assurance goals and other Client KPI
  • LI-MA1

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