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: 1. Trainer preparations 2. Behavioral focuses 3. RCA and development of soft skills for new hires according to our business needs 4. Check classroom materials, tools, equipment, and supplies 5. Review content for updates and continuing education courses (CEs) 6. Mentor support 7. Weekly touch base with leadership 8. Assess attrition risks 9. Provide feedback for recruiting 10. Identify class opportunities and roadblocks 11. Manage curriculum schedule and time management 12. Support career development progress 13. Conduct 1:1 meetings with Training Manager 14. Prepare for activities (engagement activities, experiential learning cycles, role-plays, etc.) 15. Review learning styles for improved learning experience 16. Confirm mentor permissions to systems (e.g., credentials and system access) 17. Confirm logins received and schedule time with production 18. Schedule production leadership and support classroom visits 19. Coordinate huddle time with mentors to discuss class focus, opportunities, and support expectations 20. Arrange mentor meet & greet with NH class week 1 21. Partner with WFM and production coach to schedule offline mentor support 22. Email WFM & Production Coach to confirm mentor schedule details 23. Provide weekly updates to AC/Coach/TM group 24. Update attendance, behavioral plans, and coaching documentation within iCube 25. Review feedback/concerns from the group to trainer and training manager 26. Monitor classroom attendance 27. Connect with support and production managers to understand call drivers and daily focus areas 28. Review/schedule make-up time for absences 29. Partner with AC/Coach/TM for performance updates 30. Use training schedule invites for weekly performance reviews 31. Gather insights from behavioral opportunities observed during remote listening 32. Collect call listening insights from leadership to align behavioral focus 33. Facilitate transition to production by scheduling related activities 34. Participate in team huddles and meetings 35. Hold 1:1 meetings with assigned AC/Coach for feedback 36. Assist NH in taking TCC calls if applicable 37. Invite trainees to graduation 38. Ensure documented handoff with production 39. 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