20004167_en - Manager -Technical TrainingSutherland

Job Description
Sutherland is seeking an attentive and goal-oriented person to join us as a LEAP Manager. We are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a LEAP Manager who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge.
Qualifications
YOUR RESPONSIBILITIES:
Lead LEAP Coaches (both L&D and Operations), mentors and trainers and gain their commitment for the flawless execution of T-Mobile's Un-carrier and Team of Experts vision and strategy, while all are deployed in LEAP
Ensure employees obtain the appropriate training and support to excel in their roles.
Develop Coaches to lead effectively.
Build partnership with Training Manager and the Operations Managers and work collaboratively.
Influence and inspect partnership between LEAP Coaches and Trainers, to ensure shared success through loop back sessions.
Foster a frontline-first environment where Experts are the most important employees.
Lead and model the correct behavior to ensure outstanding customer service. Meet and exceed all resolution, quality and customer satisfaction goals.
Provide ongoing and frequent communication of business strategies and results to employees. Provide timely feedback to Site Leadership (which includes but not limited to, Operations, L&D, Talent Management and Recruitment) on customer trends, issues and needs.
Build productive relationships with all levels of leadership and support teams. Resolve operational and interdepartmental problems quickly.
Achieve and maintain a high level of knowledge of the competitive marketplace, and the changing wireless environment. Protect market share and achieve customer retention goals.
Collaborate with LEAP and Operations Coaches to manage Sr Experts and Mentors to provide the best support and real-time feedback to our newest employees.
Identify technology improvements for productivity/service improvements.
Achieve Handled Rate targets through efficiency and effective real-time queue management.
Advocate Customer, Employee and Owner (CEO) philosophy with Teams. Give timely, accurate and effective employee information and feedback.
Meet goals and performance standards through leadership of the LEAP Coach/es.
Ensure adherence to business process and procedures.
Inspect Teams' adherence to credit and adjustment guidelines.
Implement effective ongoing formal and informal recognition and reward programs for teams and
YOUR QUALIFICATIONS:
College Degree (Masters/MBA is preferred)
Minimum of 5-year BPO experience with at least 3 years of managing Training and Development business unit
Strong commitment to world class customer service in a management/supervisory capacity
Proven ability to retain top talent through investing in employees.
Strong oral and written communication skills.
Extraordinary leadership and interpersonal skills.
Effective time management, organization and prioritization.
Strong decision making, change management and problem-solving skills.
Group presentation skills.
Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision.
Talent for building rapport with others and creating a team environment.
Ability to work well and quickly under pressure.
Demonstrate competency in Windows based environment, keyboarding proficiency, internet savvy and use of automated systems.
Demonstrate competency in T-Mobile Customer Care applications including but not limited to: Remedy, Samson, C2, Grand Central, Atlas, and Microsoft Outlook.
Participate in #LEADGLOBALLY, Leadership Development Program
Be a part of the current T-Mobile Project.
Sutherland

Tarlac City, Tarlac
Permanent
Full-time