Trainer II

Concentrix Technologies (India) Private Limited; Hyderabad; On-site; INR 550,000 - 850,000; Full time

Job summary

Concentrix Hyderabad is seeking a Trainer II to deliver focused training for new hires, product updates, and ongoing learnings across North America voice and chat processes. The role requires developing materials, facilitating sessions, and certifying trainees to meet client expectations.

You will manage multiple batches, coach peers, and ensure compliance with data privacy and security standards for North American clients, while coordinating with Operations and Quality teams to close

Qualifications

• Graduate/Postgraduate in any discipline.
• Certification in Training, Facilitation, or Instructional Design preferred.

Responsibilities

• Deliver new-hire, cross-skill, and refresher training for North America voice and chat processes.
• Train agents on customer handling, soft skills, empathy, call/chat control, and de-escalation techniques.
• Facilitate classroom, virtual, and blended learning sessions aligned to US/Canada customer expectations.
• Develop and customize training materials, simulations, role plays, and chat scenarios.
• Provide training on compliance requirements, data privacy, and security standards relevant to North American clients.
• Conduct certification assessments, mock calls, mock chats, and readiness evaluations.
• Support nesting and live production by providing coaching, side-by-sides, and floor support.
• Partner with Operations, Quality, and Client stakeholders to address performance gaps.
• Track, analyze, and report training effectiveness and trainee performance metrics.

Skills

North America customer service (Voice/

Education

Graduate or Postgraduate in any discipline

Tools

MS Office

LMS platforms

Virtual training tools

Job description

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.

Key Responsibilities

• Deliver new-hire, cross-skill, and refresher training for North America voice and chat processes.
• Train agents on customer handling, soft skills, empathy, call/chat control, and de-escalation techniques.
• Facilitate classroom, virtual, and blended learning sessions aligned to US/Canada customer expectations.
• Develop and customize training materials, simulations, role plays, and chat scenarios.
• Provide training on compliance requirements, data privacy, and security standards relevant to North American clients.
• Conduct certification assessments, mock calls, mock chats, and readiness evaluations.
• Support nesting and live production by providing coaching, side-by-sides, and floor support.
• Partner with Operations, Quality, and Client stakeholders to address performance gaps.
• Track, analyze, and report training effectiveness and trainee performance metrics.

Required Qualifications

• Graduate/Postgraduate in any discipline.
• Certification in Training, Facilitation, or Instructional Design preferred.

Key Skills & Competencies

• 3-6 years of experience in North America Customer Service (Voice and Chat).
• Minimum 1-3 years of experience as Trainer, Coach, or SME in a BPS environment.
• Hands-on experience handling US/Canada customers is mandatory.
• Excellent spoken and written English with neutral accent.
• Strong understanding of North American culture, customer expectations, and communication styles.
• Expertise in voice and chat support best practices.
• Knowledge of contact center KPIs (AHT, CSAT, FCR, QA, Compliance).
• Strong facilitation, coaching, and stakeholder management skills.
• Proficiency in MS Office, LMS platforms, and virtual training tools.
• Willingness to work US business hours / night shifts.
• Ability to manage multiple training batches across voice and chat programs.

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 Hyderabad - LSR Tudor 19th Flr (CIND)

Language Requirements

IND

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.