Trainer II

Concentrix Corporation; Mumbai; On-site; INR 500,000 - 900,000; Full time

Job summary

Concentrix Corporation in Mumbai is seeking a Trainer II to deliver client-focused training for new hires and product updates, while mentoring other trainers and refining curricula. The role requires certification in the Trainer Certification Program and strong coordination with Operations and Quality teams.

The successful candidate will drive onboarding, upskilling, and process training, evaluate training effectiveness using KPIs, and help reduce attrition during training through targeted

Qualifications

• Bachelor’s degree or Under Grad (as per the contract).
• Mandatory: Sales Training Experience (Insurance Preferred).
• Strong understanding of BPO operations, and sales frameworks.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Proficiency in MS Office Suite (PowerPoint, Excel).

Responsibilities

• Deliver client-focused training for new hires, product updates, and recursion training.
• Design onboarding and upskilling programs to drive performance.
• Coach agents, conduct process and soft-skills training, analyze performance data.
• Develop and update training modules, manuals, presentations, and assessments.
• Monitor agent performance with side-by-sides, call listening, refresher sessions.
• Collaborate with Operations and Quality to align training with business objectives.
• Track nesting performance, reduce attrition, and improve QA scores post-training.

Skills

Sales Training Experience

BPO operations

Communication skills

Facilitation

Presentation

Interpersonal skills

MS Office

PowerPoint

Excel

Education

Bachelor’s degree or Under Grad

Tools

MS Office Suite

Job description

## Trainer IIApply: IND Mumbai - SYMPHONY IT PARK, 4th & 7th Floors, Andheri East: Full time: Posted Today: End Date: October 30, 2026 (13 days left to apply): R1773165Job Title:Trainer IIJob DescriptionThe 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. **Role and Key Responsibilities** • Training Delivery: Conduct new hire orientation, process training (technical/product), sales training and soft skills/communication training.• 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.• 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.• New hire nesting performance and speed-to-proficiency.• Reduction in agent attrition during training.• Improvement in Sales & Quality Assurance (QA) scores post-refresher training. **Key skills and knowledge:** • Mandatory: Sales Training Experience (Insurance Preferred)• Subject Knowledge: Strong understanding of BPO operations, and sales frameworks.• Exceptional communication, facilitation, presentation, and interpersonal skills.• Tools: Proficiency in MS Office Suite (PowerPoint, Excel)• Education: Bachelor’s degree or Under Grad (as per the contract)