Trainer II Call Center

Concentrix; Lima Metropolitana; Presencial; PEN 69,000 - 105,000; Jornada completa

Descripción de la vacante

A global service provider in Lima is seeking a Trainer II to deliver client-focused training, evaluate programs, and support agents transitioning to production. The ideal candidate has a Bachelor's Degree and experience in training methodologies. Strong communication skills and proficiency in Microsoft Office are required. This role offers opportunities for ongoing professional development.

Formación

• 2-4 years of relevant experience preferred.
• Proven experience in training methodologies and soft skills.
• Strong written and verbal communication skills.

Responsabilidades

• Provide day-to-day functional direction of agents within the training environment.
• Utilize effective presentation and facilitation skills.
• Prepare and present training materials through various modalities.

Conocimientos

Training methodologies

Communication

Critical thinking

Time management

Team building

Microsoft Office

Educación

Bachelor's Degree in a related field

Descripción del empleo

Overview

The Trainer II is responsible for delivering client-focused training to address new hire, product update, and ongoing training requirements 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), mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

Responsibilities

• Provide day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring, coaching and developmental feedback, and readiness recommendations.
• Utilize effective presentation and facilitation skills, including creative training techniques and adult/accelerated learning methods, using a variety of delivery modalities in a classroom environment.
• Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.
• Be accountable for achieving individual training performance metrics.
• Support and partner with Operations to transition agents from training to production, ensuring competency levels meet business needs where required.
• Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings as needed, and conducting side-by-side observations.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
• May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive, classroom training, and written job aids.
• Measure the effectiveness of training programs using feedback methods such as focus groups, interviews, and surveys to enhance resources and programs based on results.
• Recommend curriculum modifications to the Training Manager/Supervisor based on internal customer feedback and/or Training Needs Analysis.
• Participate in and contribute to a continuous learning culture by staying engaged with change management, product and service releases, policies, processes, and procedures.

Candidate Profile

• Bachelors Degree in a related field from a four-year college or university with two to four years of relevant experience preferred.
• Proven experience in training methodologies and soft skills (communication, critical thinking, time management, team building, etc.).
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter with a sense of urgency and the ability to work under pressure.
• Strong attention to detail and professionalism with the ability to develop good relationships.

Career Framework Role

• Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
• Analyzes possible solutions using standard procedures and principles.
• Builds knowledge of the organization, processes and customers; solves a range of straightforward problems.
• Receives a moderate level of guidance and direction.