Manager 1 - Training

Concentrix; Gurugram District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Concentrix is hiring a Manager 1 - Training to lead and develop training staff, oversee new hire trainings, and drive program effectiveness in a dynamic telecom customer service environment. The role emphasizes coaching, performance management, and delivering engaging training using diverse methods.

The ideal candidate brings 7+ years of progressive management experience, strong analytical and communication skills, and a track record of improving training outcomes.

Qualifications

• Seven+ years of relevant experience with progressive management preferred.
• Experience in telecom customer service environment preferred.
• Ability to mentor, coach and lead a team.

Responsibilities

• Responsible for Training, developing, and managing performance of training staff; provide coaching and counselling; coordinate, plan, and assign work.
• Oversee new hire trainings, batch performance, attrition for new hires, and continuous improvement of floor agents and supervisors.
• Ensure successful execution of local training needs including resource planning and measuring training effectiveness.
• Utilize effective presentation and facilitation skills using a variety of training delivery modalities.
• Maintain effective communication with managers, peers, operations, and clients.
• Develop partnerships with operations, other business units, resource units, and clients.
• Conduct ongoing classroom observations and provide guidance and developmental feedback.
• Track trainee data, timekeeping, and other administrative tasks timely and accurately.
• Supervise learners in program training and curriculum delivery; monitor attendance and progress.
• Analyze quality and performance trends and provide insights to drive KPIs.
• Maintain and present metrics for direct reports and team performance.

Job description

Job Title:

Manager 1 - Training

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role & key Responsibilities –

• Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work
• Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business
• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer & Training batch attrition
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients
• Develop and cultivate partnership with operations, other business units, resource units, and clients
• Responsible for on-going classroom observations of batches, providing guidance, mentoring, and support that focuses on performance improvement for direct reports as well as trainees
• Monitor and ensure completion of daily training administrative work such as tracking of trainee data, timekeeping, and other administrative tasks as required in a timely and accurate manner
• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs for all training batches
• Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings internally and with clients

Key skills and knowledge:

• Bachelor's degree in related field from a four-year college or university with more than seven years of relevant experience (with min two years of Progressive Mgmt. Experience) preferred
• Prior experience in telecom customer service environment preferred
• Demonstrated ability to mentor, coach and provide direction to a team of employees.
• Knowledge of general Concentrix operating policies and procedures.
• Ability to work a flexible schedule.
• Ability to effectively present information to internal and external associates.
• Analytical & Problem-Solving Skills: Strong ability to analyze data, interpret trends, and use various tools and methodologies to solve problems effectively.
• Communication Skills: Excellent verbal and written communication skills to present findings, coach team members, and collaborate with stakeholders
• Technical Proficiency: Excellent Presentation & analytical skills and working ability with Microsoft Office Suite (Word, Excel) and interpret data for decision-making

Educational qualification – Graduation

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

Location:

IND Gurugram - Ground Flr to 9th Flr JSK Tower situated on Plot No 13 Sector 32

Time Type:

Full time