Trainer - II

Responsibilities

• Deliver new-hire, cross-skill, and refresher training for North America voice and chat processes.
• Train agents on customer handling, soft skills, empathy, call/chat control, and de-escalation techniques.
• Facilitate classroom, virtual, and blended learning sessions aligned to US/Canada customer expectations.
• Develop and customize training materials, simulations, role plays, and chat scenarios.
• Provide training on compliance requirements, data privacy, and security standards.
• Conduct certification assessments, mock calls, mock chats, and readiness evaluations.
• Support nesting and live production through coaching, side-by-sides, and floor support.
• Partner with Operations, Quality, and Client stakeholders to address performance gaps.
• Track, analyze, and report training effectiveness and trainee performance metrics.

Requirements

• Graduate or Postgraduate degree in any discipline.
• 3–6 years of experience in North America Customer Service (Voice and Chat).
• 1–3 years of experience as a Trainer, Coach, or SME in a BPS environment.
• Mandatory hands-on experience handling US/Canada customers.
• Excellent spoken and written English with a neutral accent.
• Proficiency in MS Office, LMS platforms, and virtual training tools.
• Willingness to work US business hours and night shifts.

Preferred Qualifications

• Certification in Training, Facilitation, or Instructional Design.

About the Company

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We help over 2,000 of the world's best brands solve their toughest business challenges by designing, building, and running fully integrated, end-to-end solutions across the entire enterprise.