Trainer - Cebu - Concentrix

    Concentrix
    Concentrix Cebu

    9 oras ang nakalipas

    Upper Management / Consulting
    Paglalarawan

    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 meet customer expectations.

    Account: Tech / CS Account

    Availability: ASAP

    Role And Key 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 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

    Key Skills And Knowledge

    • 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 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
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