Training Team Lead

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:

• Manage a team of trainers.
• Client /Customer/People Management
• Drive Performance in the team to meet targets.
• Improve training standards/methodology and processes
• Liaise with clients and other departments to drive key training/account projects.
• Manage daily team activities and ensure daily operations run smoothly
• Drive team adherence and manage scheduling
• Handle escalations
• Manage key training metrics like Floor support, throughput, NHT hiring/ planning
• Run thorough analysis on training metrics
• Drive Continuous Improvement in the team along with metrics improvement
• Generate dashboards and scorecards for the internal and client reviews
• Performance management of the team including career development
• Represent training in internal reviews and client forums
• Apply performance management strategies - action plans, BQ planning for the floor/Generates monthly efficacy on the TNA/TNI
• Conduct RTRs and NH training spot checks and dipsticks to ensure training efficiency.
• Maintain key MIS related to all the above activities
• Participate in calibration of Trainers, QAs and Voice Coaches within the team

Key skills and knowledge:

• Knowledge management for the entire floor
• Good facilitation skills
• Proficient with MS Office
• Must be able to present need analysis and share feedback with stakeholders
• Must have analytical abilities to analyze data, trends from effectiveness surveys
• Must have the ability to work under pressure & in an unstructured environment
• Must be flexible to work in a 24X7 environment and 5 days
• Languages Excellent English and Hindi  communication skills (oral and written )

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 letterhead with authentic signatures of appropriate Concentrix authorities.