Job Title:
Supervisor, Communications Training
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:
- Build and sustain professional and communication skills for the account’s VA trainers
- Post TTT certification deliver at least 1 batch every half-year during Process Training
- Identify Learning needs of agents/ any other learners/ business as a learning consultant
- Design training curriculum using the principles of Instructional Design
- Work closely with the Floor Support and Voice & Accent teams to use materials (e.g. recorded calls) from businesses in training and to customize training according to the Project/process.
- Observe and evaluate trainee performance during real time training sessions
- Conduct 1:1, TEP and RTR activities for all communication ad soft skills trainers once every month
- Track and maintain batchwise attendance and certification records for audit purposes.
- Conceptualize, plan and execute training and skilling initiatives for the floor colleagues
- Initiate and participate in the projects of the team and the department
- Create refresher and huddle content every month and track floor penetration every week based on the TNA/TNI based on audit results (Quality and VA) from the previous month
- Should be willing to work in 24/7 shifts (Day and Night Shifts - Rotational)
- Offer Root Cause Analysis for the Bottom Quartile category and create content for the said group. Ensure the training is closed for the target audience every month
- When not involved in batches (during hiring freeze) must dedicate time in bolstering and reengineering content for the floor
- Maintain key MIS related to all the above activities.
Desired Skills:
- Ability to clearly articulate to the management -various initiatives and reports
- Good analytical skills
- High level of proficiency in Power Point and Excel
- Planning and Organizing Skills
- Excellent verbal and written communication skills.
- Should be willing to work in shifts along with the team in customer business time.
- Overall, should be a good team player with willingness to learn and drive to achieve
- Adequate understanding of training procedures, methods, and techniques
- Experience in delivering training (ILT and Virtual)
- Reporting skills – To create presentations and data interpretation
- Publishing presentations/ for weekly, monthly and quarterly reviews
- Graduate/Postgraduate
- Relevant experience of 1-2 years
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.'
Location:
IND Bangalore - Karle Infra Pvt. Ltd,. IT/ITES SEZ, 4th Floor, HUB-4
Language Requirements:
Time Type:
Full time
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