Process Trainer

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:

Deliver Customer service product training for a Leading Logistics Client

2+ Years of supporting Customer Service Client as Process Trainer

• Must have blended skill set/Experience supporting Email/Chat & Voice Channels as Trainer

• Design training curriculum using inputs from Operations, Quality & Clients

Knowledge management for the process.

• Keep up to date with product / process knowledge.

• Accountability for 0 90 days batch performance.

• Conduct PKT and process refreshers on the floor.

• Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB

• Represent Concentrix on client calls and internal/external calibrations.

• Work closely with OPS and Quality teams to design and execute action plans

• Responsible as per defined monthly/quarterly/yearly training scorecards and PLA

• Responsible to manage the training throughput and performance

• Create, manage and update the training content for respective LOB’s on different tools

• Manage/create process SOP’s and training refreshers

• Manage training MIS for new hire batches and other training related work

• Contribute to process improvement ideation and initiatives

• Responsible for all risk management and compliance activities as applicable to this role

• Good facilitation skills

• Experience in handling Customer Service clients• Should be a Team player.

• 5 days working and should be open for rotational offs.

• Good MS Office skills

.• Experience in preparing TNI & TNA

Educational Qualification: - Graduate

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 letterhead with authentic signatures of appropriate Concentrix authorities.