Trainer II

Concentrix; Gurugram District; On-site; INR 350,000 - 650,000; Full time

Job summary

Concentrix is seeking a Trainer II to design, deliver, and evaluate onboarding and upskilling programs for client teams. You will mentor junior trainers, update materials, and ensure training aligns with client KPIs.

Responsibilities include conducting new hire orientation, process training, and soft skills coaching, while maintaining certification in the Trainer Certification Program. Collaborative work with Operations and Quality is essential.

Qualifications

• Bachelor’s degree in education, human resources, or related field preferred.
• Experience in BPO training and onboarding is advantageous.
• Ability to design training programs and materials.

Responsibilities

• Design, deliver, and evaluate onboarding and upskilling programs.
• Coach agents and analyze performance data to improve quality metrics.
• Develop training materials and mentor junior trainers.
• Conduct new hire orientation and process/product training.
• Update training modules, manuals, and assessments.
• Monitor performance and provide feedback; run refresher sessions.
• Analyze KPIs and report progress to management.
• Collaborate with Operations and Quality teams to align training with business objectives.
• Mentor junior trainers as SME.

Skills

BPO operations

Quality frameworks

Accent/tone familiarity

Communication skills

Facilitation

Presentation

Interpersonal skills

Education

Bachelor’s degree in education

Bachelor’s degree in Human Resources

Related field

Tools

MS Office Suite

PowerPoint

Excel

LMS

Job description

Job Title:

trainer II

Job Description:

The Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

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.'

Requirements: