Hiring: Manager I – Training
Company: Concentrix
Location: Gurgaon
Experience: 7+ Years
Qualification: Graduate

About Concentrix

Concentrix is a global technology and services company specializing in customer experience (CX), customer engagement, and business performance improvement. The company partners with leading organizations worldwide to deliver innovative solutions and enhance customer satisfaction.

Key Responsibilities

Training Team Management: Lead, mentor, and manage training teams, including trainer performance, coaching, workload allocation, and development.
New Hire Training: Oversee new hire training programs, batch performance, trainee attrition, and readiness for deployment to operations.
Training Planning & Execution: Identify training needs, plan resources, manage training schedules, and ensure effective delivery of business-specific and refresher training.
Training Effectiveness: Monitor training outcomes, evaluate program effectiveness, and implement continuous improvement initiatives to enhance employee performance.
Training Delivery: Use effective presentation, facilitation, and accelerated learning techniques to deliver engaging classroom training sessions.
Stakeholder Management: Collaborate with operations, quality, HR, and other internal teams, maintaining effective communication with clients and key stakeholders.
Coaching & Development: Conduct classroom observations, provide constructive feedback, and mentor trainers and trainees to improve performance.
Training Administration: Ensure accurate and timely maintenance of trainee records, attendance, timekeeping, progress reports, and other training-related documentation.
Performance & Quality Analysis: Analyze quality scores, audit findings, training results, and operational performance trends to identify gaps and drive improvements in business KPIs.
MIS & Reporting: Track training and team performance metrics, prepare reports, and present insights and improvement plans to internal stakeholders and clients.
Trainee Readiness Assessment: Monitor attendance, learning progress, and assessment results, providing recommendations on trainees' readiness for deployment.

Required Skills & Competencies

Strong verbal and written communication skills.
Excellent presentation, facilitation, coaching, and team management abilities.
Strong analytical skills with a focus on performance metrics and data-driven decision-making.
Ability to identify training gaps and implement effective improvement plans.
Strong stakeholder management and collaboration skills.
A proactive, result-oriented approach with a willingness to learn and lead.
Flexibility to work in shifts aligned with business and customer requirements.

Educational Qualification

Graduation in any discipline.

Ideal Candidate Profile

A training professional with 7+ years of experience in managing training operations, leading trainers, overseeing new hire batches, analyzing performance metrics, and driving continuous improvement in a customer service or BPO environment.

Manager 1- Training

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