trainer II

cnx; Gurugram District; On-site; INR 600,000 - 800,000; Full time

Job summary

Concentrix is seeking a Trainer II to design and deliver onboarding and upskilling programs for agents. You will coach, develop materials, and mentor junior trainers to meet client KPIs.

You will conduct new hire orientation, process and soft skills training, and manage classroom logistics to ensure consistent quality and performance improvements.

Qualifications

• Bachelor's degree in education, HR, or related field preferred.
• Strong communication and facilitation skills.
• Experience with onboarding and upskilling programs.
• Knowledge of KPI-driven training and QA processes.

Responsibilities

• Drive employee performance by designing onboarding and upskilling programs.
• Coach agents, conduct process/soft skills training, and analyze performance data.
• Develop training materials, manage classroom logistics, mentor junior trainers.
• Deliver new hire orientation, process training, and soft skills training.

Skills

BPO operations

Quality frameworks

Communication skills

MS Office

LMS

Education

Bachelor's degree

Tools

PowerPoint

Excel

Learning Management System

Job description

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-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

Location:

IND Gurgaon - Bld 6 Ground & First Floor

Language Requirements:

Time Type:

Full time