Trainer

Concentrix; Gurugram District; On-site; INR 360,000 - 480,000; Full time

Job summary

Concentrix in Gurgaon seeks an Trainer II to design, deliver and evaluate onboarding and upskilling programs. You will mentor junior trainers and ensure alignment with client KPIs. The role demands strong communication and LMS proficiency.

Education requirements include a bachelor’s degree in education or HR; 1 year of trainer experience is preferred. This on-site position focuses on developing materials, coaching agents, and improving performance metrics.

Qualifications

• Graduation completed; preferred bachelor in education or HR.
• 1 year experience in trainer/learning roles (as per listing).

Responsibilities

• Deliver new hire orientation, process training (technical/product), and soft skills training.
• Develop and update training modules, manuals, presentations, and assessments.
• Coach agents through side-by-sides and call listening, provide feedback, run refresher sessions.
• Analyze training KPIs and surveys to report effectiveness to management.
• Collaborate with Operations and Quality to identify skill gaps and align training with objectives.
• Mentor junior trainers and act as SME.

Skills

BPO Operations

Quality Frameworks

Accent Awareness

Communication

Facilitation

Interpersonal Skills

Education

Bachelor’s degree in Education or HR

Tools

PowerPoint

Excel

LMS

Job description

Designation: Trainer ll

Location: Gurgaon

Years of Experience: 1 YRS OF TRAINER EXP

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.'