Job Title:

Supervisor, 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:

• Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process.
• Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring, and workshops.
• Aligning Trainers’ roster weekly to provide maximum coverage for tasks such as New Hires, transaction monitoring, coaching completion and Refresher Training
• Assess Trainers’ facilitation skills during classroom training sessions and provide feedback.
• Govern Trainer calibration sessions on product knowledge.
• Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
• Conduct monthly one-on-one feedback sessions with Trainers.
• Manage new hire and team’s early warning system and retention.
• Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure.
• Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post-performance to show any improvement.
• Collect Data and perform analysis and RCA on metrics and publish reports accordingly.
• Knows, understands and appropriately applies technical / soft skills, methods and processes required for the position.
• Keeps current with new and (or) updated program information, trends and development in the field.
•  Engage self and team members in learning / upskilling to create succession plans and continuous development.

Key skills & knowledge:

• Minimum 5+years of experience - essential
• Well versed with Google sheets, Docs
• Excellent written and verbal communication skills
• Thorough understanding of training processes 
• Extremely organized and detail oriented 
• Ability to plan, multitask and manage time effectively
• Training experience preferably in content moderation

Educational Qualification: Graduate or post-graduate