AddressTraining & Quality
Location
Mumbai, India
Job Title:
Process TrainerJob 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. 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 product training for a Travel customer service.
- 1+ Year GDS expertise
- 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.
- Attend TTT conducted by clients.
- 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 thisrole
Key skills & knowledge:
- Good facilitation skills
- experience in customer care(voice) for an Airline / Travel related business.
- Should be a Team player.
- Languages – English and Hindi (preferred).
- 5 days working and should be open for rotational offs.
- Good with MS Office.
- Experience in preparing TNI & TNA
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.'
Location:
IND Mumbai - Malad West Paradigm Towers MindspaceLanguage Requirements:
Time Type:
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