Trainer II job opportunity at Concentrix.

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DatePosted 14 Days Ago bot
Concentrix Trainer II
Experience: General
Pattern: full-time
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loacation IND Bangalore - MTP Karle 5th, 6th, 7th Floors, India
loacation IND Bangalore ..........India

Job Title: Trainer II Job Description • 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 training performance metrics • Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards • 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 • May support the 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 • Responsible for trainee’s performance during the nesting period • Monitor Calls/Emails and transactions as per the defined target • Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc. • Conduct team huddles and provide updates • Monitor team performance and provide trend analysis on problem areas • Take on additional responsibilities and projects for process improvement. • Perform Root Cause Analysis on identified defects Desired Skills: • Good communication and Analytical skills • Good interpersonal skills • Good Knowledge of basic company policies • Ability to demonstrate customer service skills • Skill to provide effective coaching & Feedback. • Ability to work in flexible shifts • Skill to conduct classroom and practical training • Skill to provide effective coaching & Feedback • Skilled to create TNA/TNI • Skilled to manage Virtual training / Classroom / Combined • Team Management Skills • Good analytical skills • Good Presentation and content delivery skills • Good interpersonal skills • Strong documentation and email etiquette • Working knowledge of MS office applications like Excel and Power point Domain-specific Knowledge and Skills: Fraud Candidate should have good understanding of the following: • Customers reporting or querying suspicious transactions • Confirmation of genuine or fraudulent activity • Blocking or cancelling cards and account access • Account takeovers or identity fraud • Outbound validation of flagged transactions • Customer education on fraud risks or actions taken 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 training performance metrics                     Support and partner with Operations to transition agents from training to production environment, ensuring competency levels meet business standards 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 May support the 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          Responsible for trainee’s performance during the nesting period Monitor Calls/Emails and transactions as per the defined target Achieve the training KPIs such as throughput targets/ Attrition, Nesting Targets, team meeting o to 30 days performance, MSV, etc. Conduct team huddles and provide updates Monitor team performance and provide trend analysis on problem areas Take on additional responsibilities and projects for process improvement. Perform Root Cause Analysis on identified defects Desired Skills: Good communication and Analytical skills Good interpersonal skills Good Knowledge of basic company policies Ability to demonstrate customer service skills Skill to provide effective coaching & Feedback. Ability to work in flexible shifts Skill to conduct classroom and practical training Skill to provide effective coaching & Feedback Skilled to create TNA/TNI Skilled to manage Virtual training / Classroom / Combined Team Management Skills Good analytical skills Good Presentation and content delivery skills Good interpersonal skills Strong documentation and email etiquette Working knowledge of MS office applications like Excel and Power point Domain-specific Knowledge and Skills: Fraud Candidate should have good understanding of the following: Customers reporting or querying suspicious transactions Confirmation of genuine or fraudulent activity Blocking or cancelling cards and account access Account takeovers or identity fraud Outbound validation of flagged transactions Customer education on fraud risks or actions taken Location: IND Bangalore - MTP Karle 5th, 6th, 7th Floors 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

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