Trainer II

The Trainer II is responsible for delivering client-focused training to address new hire, product update, and recursive training requirements for Concentrix programs. This ensures superior workforce preparation with best-in-class service. The role involves attaining and maintaining Trainer Certification (101/102), mentoring Program Ready Trainers, reviewing and modifying curriculum, and evaluating training programs using various feedback methods to enhance resources and programs.

Must Have

• Deliver client-focused training for new hires, product updates, and recursive training.
• Monitor student progress and provide coaching and developmental feedback.
• Utilize effective presentation and facilitation skills, including adult learning techniques.
• Prepare and present training materials through classroom learning and demonstrations.
• Achieve individual training performance metrics.
• Support and partner with Operations for agent transition to production.
• Maintain relevant product knowledge for each account.
• Ensure effective, consistent communication with managers, peers, and other groups.
• May support Instructional Design in developing training materials.
• Measure training program effectiveness using various feedback methods.
• Recommend curriculum modifications based on feedback and analysis.
• Participate and contribute to a continuous learning culture.
• Bachelor's Degree in related field (preferred).
• Two to four years of relevant experience (preferred).
• Proven experience in training methodologies and soft skills.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Demonstrated ability to multi-task, prioritize, and meet timelines.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to detail.
• Sense of professionalism and ability to develop good relationships.

Summary

The Trainer II 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.

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 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
• 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

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop good relationships

Career Framework Role

Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

Analyzes possible solutions using standard procedures and principles

Builds knowledge of the organization, processes and customers Solves a range of straightforward problems

Receives a moderate level of guidance and direction

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.