| Job Title | Lead – Technical Training |
| Job ID | REF39917C |
| Contract Type | Brick and Mortar |
| Location | Manila – NCR |
| Date Published | 02-10-2026 |
| Company | Sutherland |
| Industry | BPO / Customer Service / Technical Support |
| Role Summary | Lead and facilitate training programs for new hires and existing consultants to improve performance, customer service skills, and product/process knowledge |
| Primary Objective | Equip organization with fundamental skills and knowledge; improve KPI performance through structured training |
| Key Responsibility 1 | Train new hires on customer service skills and client product/process knowledge |
| Key Responsibility 2 | Coach consultants to improve listening, empathy, issue identification, and solution creation |
| Key Responsibility 3 | Analyze performance metrics and create TNI (Training Needs Identification) |
| Key Responsibility 4 | Collaborate within a supportive team environment |
| Performance Impact | Improve program KPIs by enhancing consultant skills and behaviors |
| Education Requirement | Graduate of any 4-year course (College Graduate or Diploma Holder preferred) |
| Experience Requirement | Minimum 2 years of experience in similar Trainer role |
| Language Requirement | B2 English level proficiency |
| Market Exposure | Familiarity with North American customer norms, slang, and cultural references |
| Typing Requirement | 30 WPM with 85% accuracy |
| Technical Skills | Proficient in MS Office (PowerPoint, Word, Excel) |
| People Skills | Extroverted personality; strong networking and communication skills |
| Communication Skills | Ability to adjust communication style for diverse learners and customers |
| Soft Skills | Self-starter, organized, strong time management, high confidentiality and professionalism |
| Core Competencies | Integrity, flexibility, leadership, coaching, team building, customer orientation |
| Call Handling Skills | High customer centricity; ability to manage difficult/frustrated customers; positive communication |
| Facilitation Skills | Agenda planning, active listening, interactive learning environment creation |
| Confidentiality Note | Information handled according to EEO guidelines |
