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

Key Responsibilities

Build and sustain professional and communication skills for the accounts VA trainers

Post TTT certification deliver at least 1 batch every half-year during Process Training

Identify Learning needs of agents/ any other learners/ business as a learning consultant

Design training curriculum using the principles of Instructional Design

Work closely with the Floor Support and Voice & Accent teams to use materials (e

g

recorded calls) from businesses in training and to customize training according to the Project/process

Observe and evaluate trainee performance during real time training sessions

Conduct 1:1, TEP and RTR activities for all communication ad soft skills trainers once every month

Track and maintain batchwise attendance and certification records for audit purposes

Conceptualize, plan and execute training and skilling initiatives for the floor colleagues

Initiate and participate in the projects of the team and the department

Create refresher and huddle content every month and track floor penetration every week based on the TNA/TNI based on audit results (Quality and VA) from the previous month

Should be willing to work in 24/7 shifts (Day and Night Shifts Rotational)

Offer Root Cause Analysis for the Bottom Quartile category and create content for the said group

Ensure the training is closed for the target audience every month

When not involved in batches (during hiring freeze) must dedicate time in bolstering and reengineering content for the floor

Maintain key MIS related to all the above activities

Desired Skills

Ability to clearly articulate to the management -various initiatives and reports

Good analytical skills

High level of proficiency in Power Point and Excel

Planning and Organizing Skills

Excellent verbal and written communication skills

Should be willing to work in shifts along with the team in customer business time

Overall, should be a good team player with willingness to learn and drive to achieve

Adequate understanding of training procedures, methods, and techniques

Experience in delivering training (ILT and Virtual)

Reporting skills To create presentations and data interpretation

Publishing presentations/ for weekly, monthly and quarterly reviews

Graduate/Postgraduate

Relevant experience of 1-2 years

Disclaimer

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor 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 Bangalore Karle Infra Pvt

Ltd,

IT/ITES SEZ, 4th Floor, HUB-4

Language Requirements

Time Type:

Full time

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Role: Operations - Other

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the worlds best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers