Associate Manager - Knowledge Management Training

Company Description

Sutherland is seeking an attentive and goal-oriented person to join us as an Associate Manager for Training. 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

As an Associate Training Manager, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards
• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes
• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps
• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions
• Participate in planning and deploying training initiatives that support operational goals and business needs
• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary
• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders
• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership
  
  

• Minimum of 3 years of BPO experience, including at least 1–2 years supporting or coordinating Sales Training and Development initiatives
• Proficient in MS Office applications: Excel, PowerPoint, Word, and Outlook
• Strong written and verbal communication skills
• Demonstrated ability to collaborate and build effective working relationships across teams and departments
• Professional demeanor with the ability to handle sensitive information with confidentiality and discretion
• Strong sense of responsibility, adaptability, customer service orientation, and a team-first mindset
• Exposure to or experience with coaching, mentoring, or supporting team development is a plus