Technical Sr. Trainer I - Contact Centre

Описание

Job Description Summary

The Sr. Trainer 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.

Essential Functions/Core Responsibilities
Brief the training team on issues and assignments, listen to needs and concerns of team members, resolve issues, and be responsible for the coordination of backlog/live support schedules to facilitate a smooth transition to the product
Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment
Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities
Accountable for achieving individual training performance metrics
Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)
Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations
Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis
Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures
May be required to provide written evaluations of trainers’ performance and review with manager on a timely basis
Travel may be required while managing own travel schedule and budget


Candidate Profile

Significant training and coaching experience
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Advanced Microsoft Office skills
Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Demonstrated ability to take initiative and ownership with focus on continuous improvement
Excellent attention to detail
Strong customer service disposition and sense of professionalism
Solid understanding of the organization's business operations and industry. Demonstrated business acumen
Demonstrated ability to comprehend, analyze, and interpret
CCNA Certification required

Career Framework
Requires in-depth knowledge and experience
Broad application of principles, theories and concepts in applicable discipline
Solves complex problems; takes a new perspective using existing solutions
Works independently; receives minimal guidance
Acts as a resource for colleagues with less experience
Represents the level at which career may stabilize for many years or even until retirement

Изисквания към кандидата

Езикови познания:

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Бизнес /консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София, ж.к. Младост 4, Advance Business Center 1, ул. Самара 4

Дата:

20.11.2019

Организация:

CONCENTRIX SERVICES BULGARIA ЕООD
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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