Trainer

Concentrix; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a Trainer/Coach for its North America voice and chat training programs in Hyderabad. The role encompasses designing and delivering classroom and virtual sessions, developing materials, and coaching agents to meet performance standards.

The candidate should have 1–3 years in training within BPS, strong English skills, and familiarity with NA customer expectations. US hours/night shifts may apply, with opportunities to impact customer outcomes.

Qualifications

• Graduate or postgraduate degree is required.
• Certification in Training, Facilitation, or Instructional Design is preferred.

Responsibilities

• Deliver training for North America voice and chat processes.
• Train agents on customer handling, soft skills, empathy, and de-escalation techniques.
• Facilitate classroom, virtual, and blended learning sessions for US/Canada customers.
• Develop and customize training materials, simulations, role plays, and chat scenarios.
• Provide training on compliance, data privacy, and security standards for North American clients.
• Conduct certification assessments, mock calls, and readiness evaluations.
• Support nesting and live production with coaching and floor support.
• Partner with Operations, Quality, and Client stakeholders to address performance gaps.
• Track, analyze, and report training effectiveness and trainee performance metrics.

Skills

Training & Coaching Experience

US/Canada customer handling

English proficiency

North America culture knowledge

Voice & Chat support

Contact center KPIs

Facilitation & coaching

MS Office & LMS

US hours flexibility

Batch management

Education

Graduate/Postgraduate degree

Training/Facilitation/Instructional Design certification preferred

Tools

MS Office

LMS platforms

Virtual training tools

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.

Key Responsibilities

• Deliver new-hire, cross-skill, and refresher training for North America voice and chat processes.
• Train agents on customer handling, soft skills, empathy, call/chat control, and de-escalation techniques.
• Facilitate classroom, virtual, and blended learning sessions aligned to US/Canada customer expectations.
• Develop and customize training materials, simulations, role plays, and chat scenarios.
• Provide training on compliance requirements, data privacy, and security standards relevant to North American clients.
• Conduct certification assessments, mock calls, mock chats, and readiness evaluations.
• Support nesting and live production by providing coaching, side-by-sides, and floor support.
• Partner with Operations, Quality, and Client stakeholders to address performance gaps.
• Track, analyze, and report training effectiveness and trainee performance metrics.

Required Qualifications

• Graduate/Postgraduate in any discipline.
• Certification in Training, Facilitation, or Instructional Design preferred.

Key Skills & Competencies

• 36 years of experience in North America Customer Service (Voice and Chat).
• Minimum 1-3 years of experience as Trainer, Coach, or SME in a BPS environment.
• Hands-on experience handling US/Canada customers is mandatory
• Excellent spoken and written English with neutral accent.
• Strong understanding of North American culture, customer expectations, and communication styles.
• Expertise in voice and chat support best practices.
• Knowledge of contact center KPIs (AHT, CSAT, FCR, QA, Compliance).
• Strong facilitation, coaching, and stakeholder management skills.
• Proficiency in MS Office, LMS platforms, and virtual training tools.
• Willingness to work US business hours / night shifts.
• Ability to manage multiple training batches across voice and chat programs.

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.'