Training Team Lead (Associate Manager)

Greetings from Sutherland!

We are hiring for a Training Team Lead (Associate Manager on paper) for our Hyderabad(Manikonda) location. This is a 5 day work from office opportunity with rotational shifts, predominantly covering US hours. Please see below the job description and qualifications required for the same.

Responsibilities, Qualifications and Experience

• Capacity and group planning
• Partner with Talent Acquisition (TA), WFM, and Training to build a rolling 48-week view of upcoming classes, including target headcount, profiles, and start dates.
• Reconcile demand vs. supply weekly, highlighting gaps or oversupply and recommending actions (additional drives, class merges/splits, staggered starts).
• Headcount reconciliation and reporting
• Maintain a single source of truth for pipeline and class headcount from offer through Day 0, including noshows, dropouts, and rehires.
• Publish daily/weekly dashboards on planned vs. actual headcount for each group and stage (staging, foundation, process training, nesting).
• ID creation and access management
• Trigger and track ID creation and system access requests for all new hires as per the TIP preonboarding process.
• Ensure all IDs, tools, and system accesses are active before Day 1 and monitor resolution of exceptions.
• Logistics and infrastructure readiness
• Coordinate room bookings, seating plans, and infrastructure (machines, telephony, network) for upcoming classes.
• Confirm readiness via a standard preclass checklist (rooms, tools, materials, access, signages, safety compliance) and escalate gaps early.
• Data analytics and insights
• Build and maintain datasets combining attendance, assessments, QA scores, nesting metrics, and early production performance for each group to analyze attrition vs. performance trends.
• Provide weekly analytical readouts to Training, Ops, and TIP on batch health (e.g., risk flags by topic, trainer, timeslot, or sourcing channel).
• Governance and communication
• Drive a weekly staging governance call with TA, Training, WFM, and Ops to review pipeline, upcoming batches, risks, and actions.
• Maintain a central tracker and share concise minutes and followup actions after each governance forum.

Qualifications

Communication

• Strong comprehension skills with the ability to clearly understand problem statements.
• Strong written communication skills with business English proficiency.
• Steady speech rate with the ability to articulate clearly and concisely.
• Fluent communication with good voice and accent skills.
• Ability to formulate and deliver specific, actionable feedback.

Leadership & Problem-Solving Skills

• Team facilitation and training skills.
• Strong decision-making and problem-solving abilities.
• Effective change leadership skills.
• Ability to work effectively under pressure.
• Proven ability to identify and resolve problems.
• Basic understanding of P&L concepts.

Key Competencies

• Shift flexibility is mandatory.
• Direct experience in Customer Care.
• Ability to work accurately while meeting SLA guidelines.
• Strong team player with the ability to work effectively in a close-knit environment.
• Positive, proactive, and "can-do" attitude.
• Strong attention to detail.
• Willingness to take on project-based work as required.
• Excellent communication and time-management skills.