https://sutherland.taleo.net/careersection/2/jobdetail.ftl?job=22000596&lang=en
PH
Job Description:
Job Description
SummaryCLD ManagerJob Title:CLD -Manager (L3.5-4.5)Department:Consultant Learning ServicesReports To:L&D Manager (L4-4.5)
1.POSITION SUMMARYWhat is the main purpose of this position? Why does it exist?§Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required§Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of -a) conformance to curriculum/content delivery methods b) calibrate & conform to client prescribed/mutually agreed qualitative standards c) coach T-Specs/ ATS's/Nesting Support Staff to effectively conduct/manage individual, group and class interactions §Assess/Analyze/Monitors participant and class performance -as measured by KPIs during Nesting/Classroom -§Prepare regular/accurate and meaningful internal and external reports related to training.§Plan and plot in for resources as required (weekly, Bi-weekly, monthly).§Prepare analysis & action plans to improve trainer/training delivery§Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.§Development of training for all aspects of client projects, including soft skills and technical skills§Participatein routine client/learner interaction§Perform other related duties and assignments as required and as assigned by supervisor or manager.2.PRINCIPAL ACCOUNTABILITIES (IN CLASSROOM) What are the major responsibilities of this position while in Classroom? List the what, how and why of each responsibility and provide examples, as necessary. Use specific verbs of action, such as "files", "manages", "operates", analyzes", etc. Indicate % oftime spent on each.a.Supervises/Observes Training Delivery in class -uses -consistent and effective use of sound delivery observations through a combination of pre/in & post delivery observations-able to translate observations to thoughts and wants -delivery of feedback with a 'Start/Stop/Continue' approach-supervise/coach to both transmission/SBT scenarios -using an effective combination of regular short corrective coaching & long-term development planning.-plans and executes on 5-8 hours of documented -classroom/nesting observations per week spread over 1-3 days within a week.30%
Job Description SummaryCLD Managerb.Guides/Coaches trainers on technical/soft-skills related aspects:-uses observations/audits/other mechanisms to ensure compliance to quality/compliance and other standards laid down by the organization-is able to coach through demonstration & guidance the prescribed standards as when necessary-coaches the T-Specs/ to effectively conduct/manage individual, group and class interactions for a minimum of 3-4 hours per week per trainer, unless advised in writing by TM-maintains updated and real-time trainer/personnel folder and is able to present relevant coaching documents/logs and forms for coaching and adult purposes15%c.Assesses/Analyzes/Monitors KPI Performance for waves:-is able to translate observations to prediction models -able to coach on course correction/compliance as needed-uses an effective data gathering/analysis system to monitor learner/class performance -observations/weekly readouts/skip levels/assessment scores/attrition data etc-assess training using the analytical tools, has updated, accurate & real time performance and gaps and action plans related information on the waves in class/neo/nesting and about the program performance at EGS-maintains updated information in prescribed performance storage tools, gathers information as required15%d.Create effectiveaction plans for improvements in training results -basis a/b/c/d/e -ensuring value delivery to EV/CV/SV10%e.Reports out weekly/bi-monthly/monthly -training performance -basis a/b/c5%f.Collaborates with the TA/TM/CM groups to schedule and assign optimal resources to ensure training delivery5%g.Supervises/Coaches/Develops training material/tools/environments as required by the program -based:-upon the intel gathered from a/b/c/ -ground level observations-as per client mandated/e-Tel prescribed-as deemed appropriate by the manager/training team based on observations/facts & data10%
Qualifications:
Our most successful candidates will have:
Graduate of any 4 year Course
Education: Preferably College Graduates or Diploma holders
Language Skills: B2 English level
With at least 2 years experience in the same capacity
Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
Typing skill (30 WPM, Accuracy of 85%)
Proficient in MS Office applications - Powerpoint, Word, and Excel
People Skills: Extroverts - like to socialize
Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
Ability to build networks within and across functions through proactive communication.
Soft Skills: Must be a self-starter, organized, and excellent with time management
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
Call handling Skills: Very high Customer centricity
Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
Solution oriented, polished etiquette
Creates a positive impression of client when interacting with customers.
Facilitation Skills: Agenda planning, active listening
Create positive interactive environment that drives learning
Ensures effective participation, facilitation through demonstration
Leadership and Work Ethics Expectations - THIS IS MANDATORY and all selected candidates must be compliant: High integrity in following client and SGS mandated processes
Set positive example with their behavior
Drives time sensitivity - is not tardy
Complete given tasks within timelines set
MUST be Flexible to work in any shift
Must handle transactions (Calls/emails/chats) to ensure knowledge retention.
Has to meet and exceed a Quality Assurance goals and other Client KPIs
Sutherland
PH
Job Description:
Job Description
SummaryCLD ManagerJob Title:CLD -Manager (L3.5-4.5)Department:Consultant Learning ServicesReports To:L&D Manager (L4-4.5)
1.POSITION SUMMARYWhat is the main purpose of this position? Why does it exist?§Observe and review training delivery and coach and develop trainers on the same/ Supervise delivery of training & nesting operations, manage and supervise a team of 6-10 trainers/Training Specialists (T-Specs), train classes as and when required§Provide technical/soft-skills related coaching/guidance to the T-Specs in aspects of -a) conformance to curriculum/content delivery methods b) calibrate & conform to client prescribed/mutually agreed qualitative standards c) coach T-Specs/ ATS's/Nesting Support Staff to effectively conduct/manage individual, group and class interactions §Assess/Analyze/Monitors participant and class performance -as measured by KPIs during Nesting/Classroom -§Prepare regular/accurate and meaningful internal and external reports related to training.§Plan and plot in for resources as required (weekly, Bi-weekly, monthly).§Prepare analysis & action plans to improve trainer/training delivery§Delivery of training programs as and when required/ Delivery Demo for trainers as per coaching plans.§Development of training for all aspects of client projects, including soft skills and technical skills§Participatein routine client/learner interaction§Perform other related duties and assignments as required and as assigned by supervisor or manager.2.PRINCIPAL ACCOUNTABILITIES (IN CLASSROOM) What are the major responsibilities of this position while in Classroom? List the what, how and why of each responsibility and provide examples, as necessary. Use specific verbs of action, such as "files", "manages", "operates", analyzes", etc. Indicate % oftime spent on each.a.Supervises/Observes Training Delivery in class -uses -consistent and effective use of sound delivery observations through a combination of pre/in & post delivery observations-able to translate observations to thoughts and wants -delivery of feedback with a 'Start/Stop/Continue' approach-supervise/coach to both transmission/SBT scenarios -using an effective combination of regular short corrective coaching & long-term development planning.-plans and executes on 5-8 hours of documented -classroom/nesting observations per week spread over 1-3 days within a week.30%
Job Description SummaryCLD Managerb.Guides/Coaches trainers on technical/soft-skills related aspects:-uses observations/audits/other mechanisms to ensure compliance to quality/compliance and other standards laid down by the organization-is able to coach through demonstration & guidance the prescribed standards as when necessary-coaches the T-Specs/ to effectively conduct/manage individual, group and class interactions for a minimum of 3-4 hours per week per trainer, unless advised in writing by TM-maintains updated and real-time trainer/personnel folder and is able to present relevant coaching documents/logs and forms for coaching and adult purposes15%c.Assesses/Analyzes/Monitors KPI Performance for waves:-is able to translate observations to prediction models -able to coach on course correction/compliance as needed-uses an effective data gathering/analysis system to monitor learner/class performance -observations/weekly readouts/skip levels/assessment scores/attrition data etc-assess training using the analytical tools, has updated, accurate & real time performance and gaps and action plans related information on the waves in class/neo/nesting and about the program performance at EGS-maintains updated information in prescribed performance storage tools, gathers information as required15%d.Create effectiveaction plans for improvements in training results -basis a/b/c/d/e -ensuring value delivery to EV/CV/SV10%e.Reports out weekly/bi-monthly/monthly -training performance -basis a/b/c5%f.Collaborates with the TA/TM/CM groups to schedule and assign optimal resources to ensure training delivery5%g.Supervises/Coaches/Develops training material/tools/environments as required by the program -based:-upon the intel gathered from a/b/c/ -ground level observations-as per client mandated/e-Tel prescribed-as deemed appropriate by the manager/training team based on observations/facts & data10%
Qualifications:
Our most successful candidates will have:
Graduate of any 4 year Course
Education: Preferably College Graduates or Diploma holders
Language Skills: B2 English level
With at least 2 years experience in the same capacity
Basic Cultural/market sensitivity with respect to norms of the primarily North American customer
Understands and can effectively hold conversations in with North American customers (e.g. understands common references, slang, and mobility terms)
Typing skill (30 WPM, Accuracy of 85%)
Proficient in MS Office applications - Powerpoint, Word, and Excel
People Skills: Extroverts - like to socialize
Able to Adjusts his/her behavior and communication to accommodate working styles and perspectives from learners/customers with diverse levels of technical knowledge, professional backgrounds, and geographical locations
Ability to build networks within and across functions through proactive communication.
Soft Skills: Must be a self-starter, organized, and excellent with time management
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
Call handling Skills: Very high Customer centricity
Ability to handle difficult or frustrated customers effectively; ability to set expectations and deliver information in a positive way
Solution oriented, polished etiquette
Creates a positive impression of client when interacting with customers.
Facilitation Skills: Agenda planning, active listening
Create positive interactive environment that drives learning
Ensures effective participation, facilitation through demonstration
Leadership and Work Ethics Expectations - THIS IS MANDATORY and all selected candidates must be compliant: High integrity in following client and SGS mandated processes
Set positive example with their behavior
Drives time sensitivity - is not tardy
Complete given tasks within timelines set
MUST be Flexible to work in any shift
Must handle transactions (Calls/emails/chats) to ensure knowledge retention.
Has to meet and exceed a Quality Assurance goals and other Client KPIs
Sutherland
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Pampanga
Permanent
Full-time
Permanent
Full-time
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