Trainer II

Job Title:

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:

Monitor and evaluate chats/calls/email on language quality and communication skills.

• Provide coaching & feedback in person basis the observations from call/email monitoring and to assist Ops in development of Game Changers
• Prepare and develop individual Coaching Plans, providing resources and assistance.
• Implement effective Coaching / Training methodologies to individual / group in dynamic training environment i.e. Virtual & Classroom
• Handle remediation sessions for trainees on conditional pass, as well as coaching sessions for Game Changers undergoing transition.
• Create clusters / quartiles based on the performance and improve bottom quartile movement on Comms Skills.
• Participate in Calibration sessions along with Quality, Operations and Clients.
• Proactively implement best practices and add value to the process.
• Consistent alignment with operations by auditing cases, understanding needs, conducting refresher training.
• Conducting Comms Sessions on Soft Skills / Language / Customer Service etiquette for NH Games Changers as part of the NH Training Program
• Creating & sharing Q-Tips around soft skills and WOW customer service statements
• TNA / TNI: Coordinate with Quality / Ops Team to Design & Develop training programs basis the TNA / TNI for conducting refresher sessions.
• Create and maintain Training Reports for different Stakeholders.

Desired Skills:

• Excellent oral and written English communication skills
• Ability to monitor and coach GCs on Language Skills which include sentence construction, grammar, rate of speech. clarity of speech, pronunciations, Soft Skills, Call Etiquettes
• Ability to coach and provide constructive direct feedback to Game Changers.
• People Management and Interpersonal Skills.
• Good knowledge of computers and MS Office (Excel, Power point)
• Analytical / Quantitative skills and Effective Time Management
• Planning and Decision making
• Strong organizational and Presentation skills
• Ability to drive initiatives to closure.

Education 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:

Language Requirements:

Time Type:

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