Role and Key Responsibilities:

• 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                      
• 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 and knowledge:

• 1 year of training or teaching experience (with proven classroom Management experience) preferred
• Strong communication, articulation and interpersonal skills to hold the batch together and drive Client and Concentrix Learning objectives
• Manage retention during training
• Consistent alignment with operations by auditing calls, understanding needs, conducting refreshers, training NHT batches – as required
• Demonstrate innovation in training by carrying floor requirements into classroom training.
• Maintain Data and MIS as per training BPMS / requirement
• Support intra & inter function collaboration
• Proactively sharing best practices across locations to add value
• Contribute to process improvements and innovation in the training function
• Attend TTT for all client requirements
• Interface with customers as needed
• Conduct Training Need analysis and share feedback with stakeholders
• Meet the monthly Conversion & Effectiveness targets
• Provide Feedback on New Hires on V&A and Soft Skills
• Call monitoring as per requirement
• Must be ready to conduct refresher training, call monitoring, feedback session 85% of the time
• Strong presentation and facilitation skills
• Strong attention to detail
• Time management and organizational skills
• Communication and interpersonal skills; ability to work across departments and levels and drive common goals / objectives
• Incumbent must be from an International Banking background – worked for US / UK / EMEA market 
• Must have worked in Chat / Voice support (Preferably Chat) 

Educational Qualification: Graduate / post-graduate