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Job Title: trainer II Job Description 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. Roles and Key responsibilities: • Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs. • Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics. • The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs. • Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training. • Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements. • Coaching & Development: Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers. • Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management. • Stakeholder Management: Collaborate with
Multinational business services company headquartered in Fremont, California
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