Description
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 meet customer expectations.
Role and key responsibilities:
- Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
- Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities
- Accountable for achieving individual training performance metrics
- Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards
- Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
- May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training and written job aids
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
- Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
- Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
- Responsible for trainee’s performance during the nesting period
- Monitor Calls/Emails and transactions as per the defined target
- Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc.
- Conduct team huddles and provide updates
- Monitor team performance and provide trend analysis on problem areas
- Take on additional responsibilities and projects for process improvement.
- Perform Root Cause Analysis on identified defects
Key Skills and knowledge:
- Good communication and Analytical skills
- Good interpersonal skills
- Good Knowledge of basic company policies
- Ability to demonstrate customer service skills
- Skill to provide effective coaching & Feedback.
- Ability to work in flexible shifts
- Skill to conduct classroom and practical training
- Skill to provide effective coaching & Feedback
- Skilled to create TNA/TNI
- Skilled to manage Virtual training / Classroom / Combined
- Team Management Skills
- Good analytical skills
- Good Presentation and content delivery skills
- Good interpersonal skills
- Strong documentation and email etiquette
- Working knowledge of MS office applications like Excel and Power point
Domain-specific Knowledge and Skills: Fraud
Good understanding of the following:
- Customers reporting or querying suspicious transactions
- Confirmation of genuine or fraudulent activity
- Blocking or cancelling cards and account access
- Account takeovers or identity fraud
- Outbound validation of flagged transactions
- Customer education on fraud risks or actions taken
Educational Qualification:
Disclaimer:
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letterhead with authentic signatures of appropriate Concentrix authorities.
