trainer II

Job Title: trainer II Job Description Job Description 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. Roles and Key responsibilities:

• 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.
• The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.
• Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training.

• 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.