Senior Trainer

Concentrix; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Concentrix Gurgaon is seeking a seasoned trainer II to design, deliver, and assess onboarding and upskilling programs for agents across processes. You will bridge operations and training, coach team members, and develop engaging learning materials to meet client KPIs.

The role emphasizes classroom logistics, mentorship of junior trainers, and ongoing performance analysis to drive quality improvements. Senior-level experience in a BPO training environment is preferred.

Qualifications

• Strong understanding of BPO operations and quality frameworks.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Proficiency in MS Office Suite (PowerPoint, Excel) and LMS.
• Bachelor’s degree in education, Human Resources, or related field (preferred).
• Graduation is required as per company policy on recruitment.

Responsibilities

• Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.
• Bridge gaps between operations and training by coaching agents and analyzing performance data.
• Develop training materials, manage classroom logistics, and mentor junior trainers.
• Conduct new hire orientation, process training, and soft skills/communication training.
• Create and update training modules, manuals, presentations, and assessments.
• Monitor agent performance and provide feedback; run refresher sessions for underperformers.
• Analyze training effectiveness using KPIs, surveys, and post-training assessments.

Skills

BPO Operations

Communication

Training delivery

Coaching & mentoring

Education

Bachelor's in Education or HR

Tools

MS Office

PowerPoint

Excel

LMS

Job description

trainer II Job Title: trainer II Job Description 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.

Roles and Key responsibilities:

• Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.
• Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics.
• The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.
• Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training.
• Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Coaching & Development: Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers.
• Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
• Stakeholder Management: Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.
• Mentorship: Mentor and guide junior trainers and act as a Subject Matter Expert (SME).

Key skills and knowledge:

• Subject Knowledge: Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools: Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).
• Education: Bachelor’s degree in education, Human Resources, or a related field (preferred).
• 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 Gurgaon - Bld 6 Ground & First Floor

Language Requirements:

Time Type: Full time

Experience Level Senior Level