trainer II

Concentrix Daksh Services India Private Limited; Gurugram District; Presencial; INR 350 000 - 700 000; Tempo integral

Resumo da oferta

Concentrix Daksh Services India Private Limited in Gurgaon seeks a Trainer II to design, deliver, and evaluate onboarding and upskilling programs for contact center agents. You will coach, mentor junior trainers, and ensure materials meet client KPIs.

The role emphasizes collaboration with Operations and Quality to tailor content for process requirements, including technical/product training and soft skills. Strong communication and MS Office/LMS skills are required.

Qualificações

• Experience designing and delivering onboarding and upskilling programs.
• Ability to coach agents and analyze performance data to improve quality metrics.
• Strong collaboration with Operations and Quality teams to align training with business objectives.

Responsabilidades

• Design, deliver, and evaluate onboarding and upskilling programs.
• Coach agents and analyze performance data to improve metrics.
• Develop training materials and manage classroom logistics.
• Mentor junior trainers and act as SME.
• Monitor training effectiveness using KPIs and post-training assessments.
• Collaborate with Operations and Quality teams to align training with business goals.

Conhecimentos

Onboarding & Upskilling

Coaching & Mentoring

Training Design

BPO Knowledge

MS Office & LMS

Formação académica

Bachelor's degree in Education or HR

Ferramentas

MS Office Suite

Learning Management System (LMS)

Descrição da oferta de emprego

Job Title: trainer II

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-side, 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:

None specified.

Time Type:

Full time

Mission:

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.