Job description

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

1. POSITION SUMMARY
What is the main purpose of this position? Why does it exist?

▪ The CLS program training Leader role partners with the business & functional owners to 
establish and execute strategic training methodologies that drive business performance. The 
role is responsible for the training and development operations for all programs & client in 
assigned in the vertical; Manage training resources to meet Sutherland and Client KPI 
targets; Hire-train-develop a team of Training Manager and Training Specialists; Ensure 
supervision and trainee development in classroom and nesting, effective execution of New 
Hire Training, Nesting, and 0–30-day processes, compliance to all CLS mandated tools, 
templates, formats, and reporting guidelines; Maintain budgetary compliance, HC and 
ratios, and own the VTF program in the programs assigned under a vertical.

• - Plan, project, manage, and ensure execution of training delivery (New 
• Hire + Ongoing) for clients. Ensure ramp plan is in place, updated, 
• executed. Trainer and Training Room assignments are locked for each 
• class.
• - Observe classes, Nesting & Bottom Quartile Management delivery and 
• lead coaching sessions for the group. Ensure effective Training Delivery 
• takes place and Trainers are observed, given feedback, and coached on 
• facilitation and classroom management effectiveness.
• - Assess, maintains, and ensure Training Curriculum is updated based on 
• Client Needs and Program performance
• - Ensures that trainees are empowered to provide feedback on training 
• experience and employee welfare through Daily Training Pulse, 
• Training Reaction Quotient, FGD, and open communication with 
• Trainer, Training Manager, and Site Leaders.
• - Ensures the tracking & assessment of the key performance indicators, 
• including 30-60-90 days performance post nesting for each wave.
• - Ensure Training Curriculum is updated with latest call flow, call drivers, and call samples. Assess and ensures activities, exercises, and modifications are aligned with the Account needs and updates.
• - Ensure New Hire Consultants are getting right level of coaching, 
• support, and development during and post Nesting (30-60-90 days 
• tenure).
• - Monitor retention per class per client and execute initiatives that will 
• positively impact learner experience and welfare.
• - Forecast attrition in Training and Nesting and execute appropriate 
• retention strategies.
• - Conduct FGDs for Learners and address issues and help items raised.
• - Utilize feedback from Daily Training Pulse and Training Reaction 
• Quotient to continuously improve Training Environment and Learner Experience.

• - Ensure updated knowledge of the two key programs at the operating 
• center with self at all times.
• - Participates in weekly/bi-weekly performance calls with Enterprise 
• Managers, SD & Client as required.
• - Facilitate or Participate on Needs Analysis driven by Performance 
• Improvement and/or potential growth. Ensures strategic action plans 
• based on needs analysis are executed by Training Team and other 
• business units.
• - Coach & Develop Training Managers and Trainers in their core 
• competencies.
• - Conduct Performance Reviews for Training Managers covering help 
• items, New Hire Performance, Training Throughput, Trainer 
• Observation, Training Reaction Quotient, Productivity, Action Plans 
• and Initiatives.
• - Establish development plans for Training Managers and ensures it’s in 
• place for Trainers.
• - Ensures client related billable/non-billable reports and every other 
• reporting requirements are collated, audited and sent out all through 
• Analyst/Coordinator 
• - Maintain updated hiring & resource planners (TRPD) for all the 
• operating center/site.
• - Ensures consistency & compliance to all CLS mandated tools, & 
• reporting guidelines (e.g. TRPD, CLS Tracker, Trainer Productivity, etc) 
• – (via Training Specialists/Managers & Coordinator).
• - Creates weekly CLS site report (4 Blocker).
• - Management of the Site Training Budget; people (VTF & Trainers 
• utilization), facilities and equipment. Drive hiring and sourcing.
• Establish and execute CLS strategies to address program challenges
• - Proactively engages and manages the operating-center service delivery 
• relationship.
• - Proactively seeks to improve Training Delivery for the site via content, 
• context & curriculum analysis. Uses other acceptable 
• ISD/Improvement Methodologies as applicable.
• - Demonstrate business acumen to analyze and design solutions that 
• address performance challenges
• - Assess if need of new technology or methodology is needed to 
• enhance performance and support for new hires.
• - Maintain and understand the pulse of the Program/Site 
• - Articulate drivers and root causes enabling design of initiatives, 
• working with Site Leadership and other business units.
• - Formulate initiatives to improve retention, satisfaction and 
• engagement
• - Forecast CLS talent needs and develop human capital management 
• solutions answering both current and future needs
• - Partners with stakeholders to support revenue growth and demands 
• for the operating center.
• - Represents CLS in all relevant strategic and tactical forums; internal & 
• external for the operating center.
• - Partners with Service Delivery and Quality to determine needs and 
• gaps within the operating site.
• - Conducts & leads detailed gaps & needs analysis and post-training 
• assessment initiatives for the program.
• - Lead special projects or new business developments that require 
• specialized training attention.
• - Analyze and correlate Daily Training Pulse and Training Reaction 
• Quotient results with Echo Survey, Attrition Trend, and New Hire 
• Performance to enable formulation of initiatives to address employee 
• retention and performance issues.
• - Lead/ participate in CLS Geo-wide projects targeting process 
• improvements, innovations, department governance.

• College Degree (Masters/MBA is a plus)
• Minimum of 7 years BPO experience with at least 4-5 years of managing Training and 
• Development business unit.
• Demonstrated ability to use MS Office applications: Excel, Power Point, Word, and Outlook
• Excellent written and oral communication skills
• Excellent ability to build networks within and across functions through proactive 
• communication.
• Ability to maintain a high degree of confidentiality and professionalism is critical
• Strong work ethic, integrity, flexibility, diversity, customer service orientation, 
• leadership/coaching skills and team building abilities are essential

All your information will be kept confidential according to EEO guidelines.