Senior Trainer

Job Title:

Senior Trainer

Job Description

The Sr. Trainer is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

Essential Functions/Core Responsibilities

• Brief the training team on issues and assignments, listen to needs and concerns of team members, resolve issues, and be responsible for the coordination of backlog/live support schedules to facilitate a smooth transition to the product
• 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 procedures       
•  May be required to provide written evaluations of trainers’ performance and review with manager on a timely basis
• Travel may be required while managing own travel schedule and budget
• 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 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, including day-to-day informal interaction with clients
• 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
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices

Candidate Profile

• Significant training and coaching experience
• Excellent communication skills, both written and verbal. 
• Ability to effectively present information to internal and external associates
• Advanced  Microsoft Office skills
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
• Demonstrated ability to take initiative and ownership with focus on continuous improvement
• Excellent attention to detail
• Strong customer service disposition and sense of professionalism
• Solid understanding of the organization's business operations and industry.  Demonstrated business acumen   
• At least 6 months experience as Trainer within contact center environment
• Demonstrated ability to comprehend, analyze, and interpret
• Technical mindset required
• German fluency is considered an advantage
• This role is fully on site in our office at Katowice
• Working hours are 8am-6pm Monday-Friday

Location:

POL Katowice - Global Office Park, Building A2 Flrs 10 thru 13

Language Requirements:

Time Type:

Full time

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