trainer II

CNX; Gurugram District; Sur place; INR 600 000 - 1 200 000; Plein temps

Résumé du poste

CNX in Gurgaon, India is seeking a Trainer II to design and deliver onboarding and upskilling programs for our global client accounts. The role focuses on bridging operations and training, coaching agents, and creating engaging materials to meet client KPIs.

You will lead training delivery, develop modules, mentor junior trainers, and monitor effectiveness using KPIs and post-training assessments. Strong communication, LMS proficiency, and MS Office skills are essential, with a Bachelor’s degree

Qualifications

• Bachelor’s degree in education or HR is preferred.
• Excellent communication and facilitation skills.
• Experience with LMS and PowerPoint/Excel is desirable.

Responsabilités

• Design and deliver onboarding and upskilling programs.
• Coach agents and analyze performance data to improve quality metrics.
• Develop training materials and manage classroom logistics.
• Mentor junior trainers and act as SME.
• Deliver new hire orientation and process/soft skills training.
• Track training effectiveness using KPIs and post-training assessments.

Connaissances

Communication skills

Facilitation

Presentation

Interpersonal skills

Formation

Bachelor's degree in Education/HR

Outils

MS Office

LMS

Description du poste

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