Process Trainer

About the Role

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance.

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.
• Develop training materials, manage classroom logistics, and mentor 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.
• Mentorship: Mentor and guide junior trainers and act as a Subject Matter Expert (SME).

Key Skills and Knowledge

• Subject Knowledge:
• Strong understanding of BPO operations, quality frameworks.
• For international processes, familiarity with client-specific accents/tone.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools:
• Proficiency in MS Office Suite (PowerPoint, Excel).
• Proficiency in Learning Management Systems (LMS).

Qualifications

• Education: Bachelor’s degree in education, Human Resources, or a related field (preferred).
• Educational Qualification: Graduation