Job Title:

Manager II, 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

Role and Key Responsibilities:

• Drive Training related activities & Client related KPI's
• Evaluate effectiveness of TQ interventions
• Strengthen Quality management processes / framework to improve quality delivery
• Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations
• Drive and maintain high throughputs in New hire batches and ensure higher first pass with every batch
• Responsible to manage and deliver regular training interventions on the floor and measure the success of floor refreshers.
• Drive Process control & Compliance in addition to managing the Audit requirements
• Ensure knowledge consistency means like calibration, quizzes, D-Sat scrubbing etc.
• Provide crisp and specific feedback to Front Line Recruitment Teams on the quality of new hires
• Ensure uniform quality of training being delivered by all training teams in line with the client requirement 
• Interact and streamline channels of communications   with other Functions and Clients
• Provide quality floor support, feedback, refresher and corrective training
• Groom and develop training talent in-house
• Support cross process / location teams
• Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.

Key Skills and knowledge:

• Graduate in any discipline
• Minimum 2 years of experience in Service Delivery domain with Customer service expertise
• Good Knowledge about computers.
• Total experience required 9+ years.
• Excellent communication skills.
• Good people management skills
• Good knowledge of MS Office
• Analytical / Quantitative skills
• Maturity in handling customers and work in multi culture process environment
• Data Handling / data interpretation
• Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies.
• Understanding of Transition, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Training & Transaction Quality functions effectively
• High level of maturity to handle people including but not limited to client, stake holders, peers etc.
• Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment
• Detail oriented with  Strong organizational and Presentation skills
• Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
• Certified / Trained in Green Belt
• Ability to generate and implement out of the box ideas and Process improvement initiatives in the process.
• Educational qualification: Graduation