trainer II

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.
• Conduct new hire orientation, process training (technical/product), and soft skills/communication training.
• Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers.
• Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
• Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.

Requirements

• Subject Knowledge: Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone.
• Exceptional communication, facilitation, presentation, and interpersonal skills.

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.

Mentorship

Mentor and guide junior trainers and act as a Subject Matter Expert (SME).

Tools

Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).

Education

Bachelor’s degree in education, Human Resources, or a related field (preferred).

Educational Qualification

Graduation Disclaimer :- '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 Gurgaon - Bld 6 Ground & First Floor Language Requirements: Time Type: Full time