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Trainer, Product & Process

Req #: CNX00052316
Location: Greenville, SC US
Job Category: Training
The Trainer must have experience in delivering training in an on-site instructor led environment. The position requires knowledge in the design of instruction for both on-site instructor led and distance learning classes. The chosen candidate will have proven ability to work within a team, work independently, and possess excellent communication skills both oral and written. 

The Trainer must also ensure that all employees have a thorough understanding of the program they are supporting to effectively carry out their responsibilities and achieve our client’s goals. The trainer should be considered a resource for the entire staff, as well as managers and team leaders. The trainer should conduct ongoing training for all skill levels, including new hire, refresher, and remedial training sessions. 


  • Analyze training needs to develop new training programs or modify and improve existing programs
  • Develop training assessments and gap analysis to determine requirements and opportunities for employee development
  • Develop strong relationship with associates to be the avenue for information as it relates to training and procedural development
  • Ensure associates participate in computer based training as applicable to their job function
  • Conducts and coordinates training programs to fit the specific needs of individuals such as in-house classes/workshops
  • Delivery, review, and maintenance of training programs or training curriculum to ensure the training needs of the organization are met
  • Plan, develop, and provide training and staff development programs using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, coaching, and workshops
  • Deliver instructor-led classes to employees ranging in skill from beginner to experienced.
  • Serve as the SME for programs supported.
  • Keep up to date and continue to learn as new products become available
  • Work with management team to identify best practices for system functionality and process improvement.
  • Understand and stay current with company processes and procedures
  • Monitor quality and trainee aptitude by listening to calls and providing coaching feedback to the leadership team
  • ·  Demonstrate knowledge and application of adult learning principles
  • ·  Prior experience working within a customer service organization
  • ·  Dynamic presentation and facilitation skills and able to present information in a clear and concise manner to a diverse population
  • ·  Able to handle multiple projects simultaneously
  • ·  Self-directed and motivated to continue to learn on own
  • ·  Ability to prioritize daily demands to meet program requirements
  • ·  Excellent time-management skills, a "can-do" attitude and ability to effectively meet critical deadlines
  • ·  Must possess the capacity to function effectively in a demanding and time sensitive environment
  • ·  Flexibility to work varying schedules and able to travel up to 20% of the time, both domestic and international
  • ·  Bachelor’s degree
  • ·  Ability to develop training and execute on deliverables with little guidance
  • ·  Confident decision making skills
  • ·  Proficient in MS Word, Excel, Outlook and PowerPoint
  • ·  Call center experience preferred
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