Trainer II

Concentrix Experts Colombia S.A.S.; Bogotá; Sur place; COP 50 220 000 - 72 540 000; Plein temps

Résumé du poste

Concentrix is seeking a Trainer II in Bogotá to guide the day-to-day training of contact center agents, monitor progress, and deliver engaging sessions using various modalities.

You will prepare materials, coach on performance, measure training impact, and support smooth transitions from training to production while maintaining up-to-date product knowledge.

Qualifications

• Bachelor's degree in related field or equivalent experience.
• Experience with training methodologies and soft skills development.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.

Responsabilités

• Lead day-to-day training direction for agents in the classroom environment.
• Coach and provide developmental feedback; monitor student progress.
• Prepare and present training materials through various modalities.
• Aim to achieve individual training performance metrics.
• Support transitions from training to production ensuring competency.
• Maintain product knowledge by attending meetings and observing calls.
• Communicate effectively with managers, peers and clients.
• Assist Instructional Design in creating diverse training materials.
• Measure training effectiveness and suggest curriculum improvements.
• Contribute to continuous learning and change management.

Description du poste

Job Title: Trainer II Job Description

Essential Functions/Core Responsibilities

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
• Accountable for achieving individual training performance metrics
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships

Career Framework Role

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
• Analyzes possible solutions using standard procedures and principles
• Builds knowledge of the organization, processes and customers
• Solves a range of straightforward problems
• Receives a moderate level of guidance and direction

  Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

  Location: COL Bogata - Plaza Titan

  Time Type: Full time

  Mission:

  Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

  Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world’s best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.