Manager I, 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.

 Role and Key Responsibilities:

• Manage a team of trainers & Training Managers
• Client /Customer/People Management
• Manage Training team deliverables as per the TCOE guidelines.
• Improve training standards/methodology and processes.
• Liaise with clients and other departments to drive key training 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.
• Conduct RTRs and NH training spot checks and dipsticks to ensure training efficiency.
• Maintain key MIS related to all the above activities.
• Knowledge management for the floor
• Participate in calibration of Trainers and QAs within the team.
• Designed the FMEA framework in the existing organization or in the past.
• Manage Training team deliverables as per the TCOE guidelines

Key Skills and knowledge:  

• Plotter analysis, Content research, Content design and Content validation.
• Proficiency in MS Office especially Excel, Word and PowerPoint.
• Understanding of the ADDIE and Kirkpatrick models.
• Customer support experience
• Willingness to work in a 24x7 shift environment with 6 days working
• Good MS Office skills
• Exposure to Chat & Compliance Management shall be an added advantage

Education : Graduate mandatory.

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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