Manager II - Training

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:

• Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process

• Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops

• Aligning Trainers’ roster weekly to provide maximum coverage for tasks such as New Hires transaction monitoring, coaching completion and Refresher Trainings

• Assess Trainers’ facilitation skills during classroom training sessions and provide feedback

• Govern Trainer calibration sessions on product knowledge

• Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)

• Conduct monthly one-on-one feedback sessions with Trainers

• Manage new hire and team’s early warning system and retention

• Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure

• Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post performance to show any improvement

• Collect Data and perform analysis and RCA on metrics and publish reports accordingly

• Training Performance Management

• Training Reporting and Analysis

• Process Improvement Projects

• Engage self and team members in learning / upskilling, create succession plans and ensure continuous development of team members

Key Skills and knowledge:

• Knows, understands, and appropriately applies technical / soft skills, methods and processes required for the role.

• Keeps current with new and (or) updated program information, trends, and development in the field

• Must be a confident communicator and presenter.

• Strong writing, editing and professional publishing skills are essential, including ability to present concepts verbally.

• Ability to facilitate classroom training sessions

• Ability to engage participants while in training

• Ability to ask the right questions to gauge learners / participants

• Ability to present information using MS Word, PPT, Excel

• Ability to coach individuals to bring positivity and motivate to perform even better

• Embed Concentrix culture through coaching / mentoring

• Ability to interpret and analyze data and read inferences for planning and decision-making purposes

Educational 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.'

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