Job Title:
Comms Trainer II
Job 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 customer expectations.
Role and Key Responsibilities:
- Partner with Front Line Recruitment Teams to evaluate the quality of new hires and ensure alignment with operational standards.
- Conduct comprehensive audits of calls, e-mails, and chats to ensure adherence to quality standards and operational guidelines.
- Design and deliver refresher training programs in English, tailored to meet specific needs and operational requirements.
- Innovate training materials by integrating floor requirements and best practices into the training curriculum.
- Maintain accurate data and MIS as per training BPMS requirements and provide insightful reports on training progress and outcomes.
- Foster intra- and inter-function collaboration to support seamless training and operational processes.
- Proactively implement best practices and contribute to value addition across multiple locations.
- Attend and successfully complete the mandatory Train-The-Trainer (TTT) program.
- Interact with customers as required to gather feedback and address training-related queries.
- Conduct training needs analysis (TNA) and provide actionable feedback to stakeholders to drive continuous improvement.
- Achieve monthly conversion and effectiveness targets, ensuring measurable improvements in training outcomes.
- Provide constructive feedback to new hires on soft skills, basic grammar, and voice modulation.
- Mentor and support new trainers to enhance their effectiveness and integration into the training team.
- Participate in the calibration process for trainers, QAs, and other Voice Coaches, both within the team and with the TTBU training team.
- Analyze and report training batch performance, identifying areas for improvement and implementing corrective actions.
- Conduct refresher training based on TNA, ensuring all sessions are executed and closed effectively each month.
- Meet the training needs of the Business Unit based on TNA and collaborate with training teams to design and develop training processes from need identification to feedback and follow-through.
- Monitor and report improvements, ensuring training initiatives drive positive changes and meet established goals.
Key skills & knowledge:
- Exceptional verbal and written communication skills in English.
- Strong facilitation and presentation skills with a proven ability to engage and motivate participants.
- Proficient in data handling, interpretation, and management.
- Advanced knowledge of MS Office (Excel, PowerPoint) and other relevant computer applications.
- Excellent people management and interpersonal skills, with a demonstrated ability to build and maintain effective relationships.
- Strong organizational and time management skills, with the ability to handle multiple tasks and priorities effectively.
Educational Qualification: Graduation
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.'
Location:
IND Gurgaon - Bld 14 IT SEZ Unit 1, 5th, 6th and 17th Flr
Language Requirements:
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
