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.

• 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

Key skills and knowledge:

• 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:

Disclaimer:-