Trainer II – New Hire & Product Training (Hyderabad)

About the role

The Trainer II will deliver client‑focused training for new hires, product updates and ongoing skill development to support Concentrix’s North America voice and chat operations. You will ensure agents are prepared to provide best‑in‑class service while meeting compliance and security standards.

Key responsibilities

• Design and deliver classroom, virtual and blended training sessions for voice and chat agents.
• Develop customized training materials, simulations, role‑plays and chat scenarios.
• Conduct certification assessments, mock calls/chats and readiness evaluations.
• Provide on‑the‑job coaching, side‑by‑side support and floor assistance during nesting and live production.
• Partner with Operations, Quality and Client teams to identify and close performance gaps.
• Track, analyze and report training effectiveness and trainee performance metrics.

Required profile

• Graduate or postgraduate degree in any discipline.
• 3–6 years of experience in North America customer service (voice and chat).
• 1–3 years of experience as a trainer, coach or SME in a BPO environment.
• Excellent spoken and written English with a neutral accent.
• Willingness to work US business hours/night shifts.

Required skills

• Proficiency in MS Office.
• Experience with LMS platforms.
• Familiarity with virtual training tools.