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Concentrix
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Sr. Supervisor, Training

Sr. Supervisor, Training

Concentrix

2 - 4 years

4 - 6 Lacs

Gurugram

Posted:1 day ago| Platform:

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Skills Required

Business services E-learning Career development Service level Manager Quality Assurance LMS data security Continuous improvement Customer engagement Customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Sr. Supervisor, Training

Job Description

Key Responsibilities:
Develop and execute training strategies aligned with Paypal expectations, service level agreements (SLAs), and business goals.
Lead initiatives to enhance agent performance, customer satisfaction scores
Forecast training needs based on business growth, Paypal onboarding, and process transitions.
Ensure training content is tailored to diverse Paypal processes, geographies, and customer interaction channels (voice, chat, email, social).
Implement blended learning approaches using e-learning, virtual instructor-led training (VILT), and on-the-job training (OJT).
Ensure compliance with Paypal-specific guidelines, data security protocols, and regulatory standards
Conduct regular Training Needs Analysis (TNA) and align with Quality Assurance (QA) findings.
Foster a high-performance culture through coaching, performance reviews, and career development plans.
Drive trainer certification programs and continuous upskilling initiatives.
Act as the primary point of contact for training-related discussions with Paypal and internal stakeholders.
Present training performance reports, insights, and improvement plans during Paypal reviews and governance meetings.
Collaborate with operations, quality, and workforce management teams to ensure training aligns with business needs.
Champion the use of Learning Management Systems (LMS), AI-driven learning tools, and gamification to enhance learner engagement.
Lead initiatives to reduce training time-to-floor while maintaining quality and effectiveness.
Drive continuous improvement through feedback loops, pilot programs, and benchmarking best practices

Desired Skills:

Associates degree in related field with two to four years of relevant experience preferred
Highly motivated individual with skills to develop and coach team members to achieve performance expectations
Work well under pressure and follow through on items to completion
Strong communication skills, both written and verbal
Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables
Ability to mentor, coach and provide direction to team members
Willingness to work in a flexible schedule

Qualification : Graduate
Disclaimer:

Location:

IND Gurgaon - Bld 14 IT SEZ Unit 1, 17th C & D and Gd Flr D

Language Requirements:

Time Type:

Full time

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