trainer II

Concentrix; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Concentrix is seeking a Training Specialist to design, deliver, and evaluate onboarding and upskilling programs for its global customer experience teams. You will create modules, run new-hire orientations, and manage classroom logistics.

You will coach agents, monitor performance with side-by-sides and call listening, and collaborate with Operations and Quality to align training with KPI goals. A bachelor’s degree in Education or HR is preferred, with strong MS Office and LMS skills.

Qualifications

• Strong understanding of BPO operations and quality frameworks.
• Familiarity with client-specific accents/tone for international processes.
• Excellent communication, facilitation, presentation, and interpersonal skills.
• Proficiency in MS Office Suite and Learning Management Systems (LMS).
• Bachelor’s degree in Education or HR or related field preferred.

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 to improve quality metrics.
• Develop training materials, manage classroom logistics, and mentor junior trainers to meet client KPIs.
• Conduct new hire orientation, process training, and soft skills/communication training.
• Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Monitor agent performance using side-by-sides and call listening; run refresher sessions for underperformers.
• Collaborate with Operations and Quality to align training with business objectives; mentor junior trainers as SME.

Skills

Communication

Facilitation

Presentation

Interpersonal skills

Education

Bachelor’s degree in Education/HR

Tools

PowerPoint

Excel

LMS

Job description

Job DescriptionConcentrix 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 : GraduationDisclaimer:- '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.'