Description
Essential Functions & Core 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 T&Q performance metrics
- Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
- 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
- This is a client-facing role, maintaining close communication to ensure alignment on deliverables and expectations. Regularly present results and progress to clients, ensuring transparency and ongoing collaboration.
- May support 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
- Actively support the Team Leader with quality tasks (evaluations, coaching sessions, calibration sessions) in compliance with CNX T&Q processes, policies and guidelines
- Support the implementation and correct use of global T&Q tools (e.g. PULSE, ALBA, Training AI, SimCX)
Candidate Profile
• At least 9 months experience within Concentrix or 6 months within the targeted role
• Fintech experience would be considered an advantage
• Proficient in advanced functionality Microsoft Office
• Effective communication skills, both written and verbal (German C1 and English B2 Language)
• Demonstrated ability to communicate effectively and professionally with internal and external associates
• Ability to multi-task and meet timelines on deliverables
• Demonstrated ability to work with and lead a team
• Detail and customer service oriented
• Willingness to work fully on site from our office in Athens Monday - Friday 9-5/10-6
