Company Description: Sutherland is seeking an attentive and goal-oriented person to join us as a 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! Job Description: Your main tasks: Trainer preparations Behavioral focuses RCA and development of soft skills for new hires according to our business needs Check classroom materials, tools, equipment, and supplies Review content for updates and continuing education courses (CEs) Mentor support Weekly touch base with leadership Assess attrition risks Provide feedback for recruiting Identify class opportunities and roadblocks Manage curriculum schedule and time management Support career development progress Conduct 1:1 meetings with Training Manager Prepare for activities (engagement activities, experiential learning cycles, role-plays, etc.) Review learning styles for improved learning experience Confirm mentor permissions to systems (e.g., credentials and system access) Confirm logins received and schedule time with production Schedule production leadership and support classroom visits Coordinate huddle time with mentors to discuss class focus, opportunities, and support expectations Arrange mentor meet & greet with NH class week 1 Partner with WFM and production coach to schedule offline mentor support Email WFM & Production Coach to confirm mentor schedule details Provide weekly updates to AC/Coach/TM group Update attendance, behavioral plans, and coaching documentation within iCube Review feedback/concerns from the group to trainer and training manager Monitor classroom attendance Connect with support and production managers to understand call drivers and daily focus areas Review/schedule make-up time for absences Partner with AC/Coach/TM for performance updates Use training schedule invites for weekly performance reviews Gather insights from behavioral opportunities observed during remote listening Collect call listening insights from leadership to align behavioral focus Facilitate transition to production by scheduling related activities Participate in team huddles and meetings Hold 1:1 meetings with assigned AC/Coach for feedback Assist NH in taking TCC calls if applicable Invite trainees to graduation Ensure documented handoff with production Meet with production leaders to share handoff details including performance trends and attendance Qualifications: Minimum 6-month tenure in current role with no disciplinary actions and excellent performance Experience as: Representative (12 months), Associate Coach (6 months), Assistant Trainer (6 months), Coach (6 months) Product knowledge in T-Mobile products is essential Full-time availability and site presence Strong analytical thinking and facilitation skills Trustworthiness and excellent communication skills Proficiency in MS Office English B1 or higher (preferred) Additional Information: All your information will be kept confidential according to EEO guidelines. #J-18808-Ljbffr