Job Title: Lead - Knowledge Management
Location: Hyderabad, Telangana, India
Company Description:
Sutherland is seeking an attentive and goal-oriented professional to join us as a Communications Lead-Knowledge Management. 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!
Job Description:
- Responsible for the delivery and evaluation of foundations training on all aspects of communications training; to prepare learners to perform job functions within predetermined communications performance standards.
- Responsible to utilize appropriate delivery techniques in a blended/scenario/transmission/self-paced learning environment.
- Facilitates all aspects of language improvement and coaching during Foundations Training & Nesting
- Provide Coaching & Feedback and supervision to New Hires during FX/Nesting/0-30
- Facilitates all aspects of floor-training & BQM Training for the program related to communication
- Fills out & sends relevant and accurate training reports as per direction – New Hire & BQ List
- Develop non-classroom communication and training materials
- Coordinate New Hire, Progression & Enhancement Training activity
- Assess participant and class performance in FX & Nesting
- Acts as the Language Subject Matter Expert for the assigned program and ensures they maintain high language and customer service standard.
- Identifies trainable and non-trainable skills and provide constructive feedback to participants.
- Maintains accurate training reports.
Qualifications:
- Earned a Bachelor's degree in any field (Major in Education or Communication preferred)
- At least 2 years of training experience in a Contact Center.
- 2+ years of training facilitation experience
- Ability to develop and maintain collaborative relationships with peers and colleagues across the organization
- Strong verbal and written communication skills
- Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
- Strategic in developing solutions and process improvements
- Willingness and ability to work in a shifting or graveyard schedule
- Demonstrated proficiency in both verbal and written communication.
- Conduct calibration calls, including call listening exercises.
- Excellent understanding of CEFR language proficiency standards.
- Able to work independently and as part of a team
