Trainer II

About the Role

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.

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.
• New hire nesting performance and speed-to-proficiency.
• Reduction in agent attrition during training.
• Improvement in Sales & Quality Assurance (QA) scores post-refresher training.

Requirements & Tech Stack

• Sales Training Experience (Insurance Preferred)
• Subject Knowledge: Strong understanding of BPO operations and sales frameworks.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools: Proficiency in MS Office Suite (PowerPoint, Excel)

Qualifications

• Education: Bachelor’s degree or Under Grad (as per the contract)