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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.
Role and Key Responsibilities:
To design and deliver training on Comms & Soft Skills
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.
Monitor calls (both side by side & remote) w.r.t. Communication and Soft Skills
Prepare and develop individual coaching plans, providing resources and assistance.
BO Management w.r.t to Comms Scores
Conducting Soft Skill Comms Sessions for New Hire Batches and refresher sessions for existing game changers.
Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed)
Attending TTT (Trainer the Trainer) sessions organized by Client and accordingly conducting upskill training.
Actively participating in Call Listening and Calibrations activities and provide insight and best practices. Observations from the activities need to be documented and rolled out in a timely manner.
Creating & maintaining training efficacy reports and sharing them with the stakeholders at regular intervals.
Creating & Sharing Q-Tips
Recommend curriculum modifications to Training Manager/Supervisor based on 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.
Mandatory Production Hours
Key skills & knowledge:
Excellent Written & Verbal Communication Skills
Ability to create & modify content / training materials.
Versatile with different teaching techniques and methodologies
Strong customer service aptitude
Hands on-experience on PPT, Excel &
Good Understanding of Computers / Hardware / Software – shall be an Added Advantage
Educational Qualification: Graduate in Any specialization
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 letter head with authentic signatures of appropriate Concentrix authorities.'