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Training Specialist

Req #: CNX00049922
Location: Warren, MI US
Job Category: CRM
Status: Training Specialist
Location: Warren
Client / Program: OnStar
Call Centre / Department Hours: 7 AM - 8  PM  ( Must be flexible)
Days of Week Required: Monday -Friday
Minimum Hours per Week: 40 hours
Position Details:
Acting under limited supervision, the Training Specialist uses the Concentrix and client defined training processes for their role in planning, executing, and the overall administration of training to meet the day-to-day training requirements for a given site or program. The specific role of meeting the day to day training requirements would be led by the Team Leader of Training, where applicable. Training requirements include training for agent level and middle management employees. This role requires travel between contact center locations.
Specific Responsibilities
  • Responsible for using the Concentrix and client defined training processes, procedures and tools (analysis, design, delivery, assessment and validation) in meeting the day to day training requirements of the site
  • Contributes to the local and corporate defined training processes through suggested additions, deletions or changes
  • Provides training solutions for agent level and middle management employees
  • Performs needs analysis for the purpose of identifying specific training requirements
  • Designs new curriculum and performs updates to existing curriculum as required
  • Delivers training and is responsible for monitoring, coaching, and evaluating participant progress
  • Responsible for scheduling, facility preparation, reporting etc. associated with training delivery
  • Performs program assessment for the purposes of assessing the success of participants and program
  • May be required to handle contacts to maintain subject matter expert level knowledge of site business
  • May be required to conduct some research on program data and information
  • Where applicable, coaches Agents during Nesting including: Facilitates pre-shift meetings, supervises agents during scheduled shifts, completes and hands off performance documentation to receiving Sales/Team Leader
  • Supports the recruitment, selection, development and coaching of designated trainers
  • In the absence of a Team Leader of Training, fulfills additional training responsibilities for the site
  • Other training duties as assigned


Essential Qualifications

Education/Knowledge: High School Graduation or equivalent; General knowledge of windows-based applications; Good understanding of call centre operations, metrics, and general procedures.
Experience / Skill: One to two years successful experience working directly in a call centre environment; demonstrated supervisory skills


Job Knowledge - Knows, understands and appropriately applies the technical skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with trends and developments in field

Cultural Alignment - Understands the Concentrix culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical and respectful manner

Communication – Spoken and Written - Able to clearly present information through the spoken word; influence or persuade others through oral presentation in positive or negative circumstances; listen well; able to write clearly and effectively present ideas and to document activities; to read and interpret written information.

Customer Focus - Is dedicated to meeting and strives to exceed the needs of in ternal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect.

Adaptability – Is able and willing to adapt to changing priorities and responsibilities. Able to adjust personal style to changing environment. Maintains focus and intensity and remains calm, optimistic persistent, even under adversity

Problem Solving - Systematically breaks apart complex problems and identifies the underlying causes. Identifies trends and sees causes and consequences. Generates a variety of alternative techniques or methods to resolve issues and/or solve problems.

Leadership - Able to influence the actions and opinions of others in a desired direction; to exhibit judgment in leading others to worthwhile objectives

Teamwork - The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose




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