Trainer

Sutherland
Jamaica
Workplace: OnsiteFull timeFunction: Education & TrainingSkills: ["Analytical thinking","Facilitation skills","Trustworthiness","Excellent communication","Time management"]

Lead new-hire training for customer care teams by preparing classroom materials, maintaining curricula, and coordinating with leadership and support teams. You’ll monitor attendance and behavioral plans, run coaching and transition-to-production activities, and capture call listening insights to shape behavioral focus. Partner closely with WFM and production coaches on scheduling, permissions, and system access, then document handoffs and performance trends for production leaders.

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FursaFursa
Sutherland
Sutherland
2 days ago

Trainer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead new-hire training for customer care teams by preparing classroom materials, maintaining curricula, and coordinating with leadership and support teams. You’ll monitor attendance and behavioral plans, run coaching and transition-to-production activities, and capture call listening insights to shape behavioral focus. Partner closely with WFM and production coaches on scheduling, permissions, and system access, then document handoffs and performance trends for production leaders.
Location: Jamaica
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Entry level

Key Responsibilities

  • •Prepare trainer activities and classroom setup, including materials, tools, equipment, and supplies.
  • •Coordinate training schedules and classroom visits with production and leadership; manage make-up time for absences.
  • •Support new hires with behavioral focus using RCA and soft-skill development; conduct role-plays and engagement activities.
  • •Update attendance, behavioral plans, and coaching documentation in iCube; provide weekly updates to AC/Coach/TM group.
  • •Facilitate transition to production with production huddles/meetings, handoff documentation, and sharing weekly performance trends and attendance.

Key Requirements

  • •6-month tenure in current role with no disciplinary actions and great performance
  • •Open to Associate Coaches, Assistant Trainers, or Coaches
  • •Product knowledge in T-Mobile product is a must
  • •Site and full time availability
  • •Adult learning principles and excellent communication and time-management skills
Skills:Analytical thinkingFacilitation skillsTrustworthinessExcellent communicationTime management
Languages:English
Tech Stack:MS OfficeICube

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor