Process Trainer

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:

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.          
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities.     
• Accountable for achieving individual training performance metrics.                    
• Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards.
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and 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 various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis. 
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.           

Key skills & knowledge:

• Proven experience in training methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)   
• Mandatory Experience: US voice customer service experience         
• Strong communication skills, both written and verbal           
• Proficient in Microsoft Office            
• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.                     
• Strong attention to detail                       
• Sense of professionalism and ability to develop good relationships.   

• Educational Qualification :   Graduate