Job Title:

Trainer II

Job Description

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.

*** This IJP is open only for  Bangalore  location employees ***

** Ensure your personal Email Address is updated in workday to get your application processed **

Process Information:

Emirates Telecommunication Group Company PJSC, branded trade name Etisalat, is a multinational Emirati based telecommunications services provider, currently operating in 15 countries across Asia, the Middle East and Africa.

Eligibility -

All CL/Grade 11 (Operations CRM International/Domestic & Industry vertical domestic – Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score 3 and above or should be in Platinum, Diamond, Gold performance club or should have meeting expectations(QC), exceeding expectations(QPC), outstanding (KC) for two third of the last 12 months (basis stacks updated on the tool – EBucks)

All CL/Grade 11 (Operations Industry Vertical International – Insurance, Banking & Healthcare accounts) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical and have a Stacks score of 1 and above or should be in Platinum, Diamond, Gold performance club or should have meeting expectations(QC), exceeding expectations(QPC), outstanding (KC) for two third of the last 12 months (basis Stacks updated on the tool – EBucks)

 All CL/Grade 11 (Support) employees who have spent 12 months in the current CL/Grade and 6 months in current process & vertical with annual Performance Rating Criteria 3 and above (combination of Exceptional, Exceeding, Meeting)

All CL/Grade 10 employees who have spent 6 months in the current CL/Grade and 6 months in current process & function.

Key Responsibility :

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 materials through classroom learning, hands on demonstration 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

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           

Desired Skills :

Bachelor's Degree 

Proven experience in training methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)            

Strong oral and written communication skills

Proficient in  Microsoft Office            

Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables

Self-starter, sense of urgency, and works well under pressure                      

Strong attention to detail                       

Sense of professionalism and ability to develop good relationships

Strong analytical and logical thinking    

Location:

IND Bangalore - MTP Karle 5th, 6th, 7th Floors

Language Requirements:

Time Type:

Full time

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