Sr. Supervisor, Training

Job Title:

Job Description

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.

• 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:

• Associate's 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:

'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.'

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