Trainer II

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.

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)

Disclaimers: -

· The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

· '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 Mumbai - SYMPHONY IT PARK, 4th & 7th Floors, Andheri East

Language Requirements:

Time Type:

Full time