Lead - Technical Training | Shaw

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

Job Description

Role Overview

We are looking for a passionate and results-driven Lead – Technical Training who will play a critical role in shaping the learning experience of our Customer Service Consultants supporting GoDaddy.

In this role, you will lead training initiatives, design impactful learning programs, and ensure employees are equipped with the technical expertise, product knowledge, and customer experience skills needed to drive program success. You will also serve as a performance partner by identifying skill gaps and implementing targeted training strategies aligned with business and client goals.

What You’ll Do

🎯 Training Delivery & Facilitation

• Lead end-to-end new hire, upskilling, and continuous learning training programs
• Facilitate engaging and interactive technical, product, and customer service training sessions
• Create a positive and inclusive learning environment that supports diverse learner styles
• Ensure trainees meet performance and knowledge benchmarks before production deployment

📊 Performance & Training Needs Analysis

• Analyze performance data, quality scores, and operational metrics to identify training opportunities
• Develop and implement Training Needs Identification (TNI) programs aligned with client KPIs
• Provide coaching interventions and refresher training to improve consultant performance
• Partner with Operations and Quality teams to align training with business objectives

🤝 Coaching & Stakeholder Collaboration

• Coach and mentor consultants to strengthen technical expertise and customer handling skills
• Support leadership teams in driving performance improvement initiatives
• Collaborate cross-functionally with Quality, Operations, and Client stakeholders
• Contribute to continuous improvement of training content, delivery methods, and learning tools

📚 Content Development & Innovation

• Design, update, and enhance training materials, learning modules, and facilitator guides
• Integrate adult learning principles and innovative training methodologies
• Leverage digital learning platforms and tools to improve engagement and knowledge retentio

Qualifications

What We’re Looking For

✔ Qualifications & Experience

• Bachelor’s Degree in any field
• At least 2 years of experience in Training, Learning & Development, or similar role within BPO or customer service environment
• Experience delivering technical or product-focused training is highly preferred
• Strong understanding of North American customer culture and communication style

✔ Technical & Professional Skills

• Proficient in MS Office (PowerPoint, Excel, Word)
• Typing speed of at least 30 WPM with 85% accuracy
• Strong facilitation, coaching, and presentation skills
• Knowledge of adult learning principles and training methodologies
• Strong analytical and performance-driven mindset

✔ Behavioral Competencies

• Excellent communication and interpersonal skills
• Strong leadership, mentoring, and stakeholder management abilities
• Highly organized with strong time management and multitasking skills
• Adaptable and comfortable working in a fast-paced, dynamic environment
• Strong customer focus and problem-solving mindset
• Demonstrates professionalism, integrity, and confidentiality

Preferred but Not Required

⭐ Experience supporting web hosting, domain management, or technical support programs
⭐ Experience working with learning management systems or digital learning platforms
⭐ Exposure to performance improvement frameworks or instructional design

Additional Information

Internal Qualifications:

•  Must have FY25 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA 
• willing to work onsite in Shaw