Process Trainer Full Time

About Company :

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we’re committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

Job Overview

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.

Key Responsibilities:

• Responsible for providing day-to-day functional direction to 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 material 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.

Key skills & knowledge:

• Comprehensive knowledge of  all PCs / Printers
• Excellent troubleshooting and problem-solving skills.
• Solid understanding of computer hardware, software, and networking concepts.
• Ability to effectively communicate technical information to non-technical users.
• Proficiency in using ServiceNow or similar IT service management tools.
• Strong understanding of Active Directory, including user and group management
• Should have analytical skills with basics in Excel to analyse and identify areas of technical and skill competency improvement.
• High Levels of demonstrated Interpersonal & communication skills and stakeholder management skills
• ITIL certification shall be an added advantage.