{"id":3777631,"url":"https://alion.io/job/concentrix-trainer-ii-14","title":"Trainer II","company":{"id":84,"name":"Concentrix","domain":"concentrix.com","url":"https://alion.io/company/concentrix","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"C","score":66,"open_postings":1018,"ghost_share":0.56,"stale_share":0,"repost_share":0.011,"time_to_fill_p50_days":26,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Education","role_family":"Education","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-04T23:45:20Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T18:16:30Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":2},"description":"Job Title:\nTrainer IIJob Description\nThe Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.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.\nKey Responsibilities\nDeliver new-hire, cross-skill, and refresher training for North America voice and chat processes.\nTrain agents on customer handling, soft skills, empathy, call/chat control, and de-escalation techniques.\nFacilitate classroom, virtual, and blended learning sessions aligned to US/Canada customer expectations.\nDevelop and customize training materials, simulations, role plays, and chat scenarios.\nProvide training on compliance requirements, data privacy, and security standards relevant to North American clients.\nConduct certification assessments, mock calls, mock chats, and readiness evaluations.\nSupport nesting and live production by providing coaching, side-by-sides, and floor support.\nPartner with Operations, Quality, and Client stakeholders to address performance gaps.\nTrack, analyze, and report training effectiveness and trainee performance metrics.\nRequired Qualifications\nGraduate/Postgraduate in any discipline.\nCertification in Training, Facilitation, or Instructional Design preferred.\nKey Skills & Competencies\n3-6 years of experience in North America Customer Service (Voice and Chat). • Minimum 1-3 years of experience as Trainer, Coach, or SME in a BPS environment. • Hands-on experience handling US/Canada customers is mandatory\nExcellent spoken and written English with neutral accent. • Strong understanding of North American culture, customer expectations, and communication styles. • Expertise in voice and chat support best practices. • Knowledge of contact center KPIs (AHT, CSAT, FCR, QA, Compliance). • Strong facilitation, coaching, and stakeholder management skills. • Proficiency in MS Office, LMS platforms, and virtual training tools.\nWillingness to work US business hours / night shifts. • Ability to manage multiple training batches across voice and chat programs.\nDisclaimer:\n'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. 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