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
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