Trainer II
Concentrix
Mumbai Metropolitan Region5d agovia LinkedIn
About the Role
The Trainer II is responsible for delivering client-focused training for new hires, product updates, and recursive training requirements. This role ensures superior workforce preparation with best-in-class service and delivery for client programs.
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.
- Manage new hire nesting performance and speed-to-proficiency.
- Contribute to the reduction in agent attrition during training.
- Contribute to the improvement in Sales & Quality Assurance (QA) scores post-refresher training.
Requirements & Tech Stack
- Attain and maintain certification in the Trainer Certification Program (101/102).
- Provides mentoring to Program Ready Trainers.
- Conducts curriculum review and modification as needed.
- Evaluates training programs using various feedback methods.
- Proficiency in MS Office Suite (PowerPoint, Excel).
Qualifications
- Mandatory: Sales Training Experience (Insurance Preferred).
- Subject Knowledge: Strong understanding of BPO operations and sales frameworks.
- Exceptional communication, facilitation, presentation, and interpersonal skills.
- Education: Bachelor’s degree or Under Grad (as per the contract).