Job Description

Job Title: Communications Trainer II

Company: Concentrix

Years of Experience: 3–5 years

Location: Bengaluru, India

Role Type: Full-time

Salary: As per company standards

Eligibility: Graduate with strong communication, facilitation, and training experience (Master Trainer certification preferred)

Role Overview:

The Communications Trainer II is responsible for delivering New Hire Training (NHT) that focuses on enhancing the professional, communication, voice, and soft skills of advisors. The role involves curriculum design, facilitation, assessments, and ongoing coaching to drive training effectiveness and business outcomes. Trainers will also support language assessments, refresher trainings, and collaborate with business teams to align training with process requirements.

Key Responsibilities:

• Deliver New Hire Training (NHT) batches after TTT certification.
• Build and sustain communication and professional skills for advisors.
• Identify training needs and act as a learning consultant for agents and business teams.
• Design training curriculum using instructional design principles.
• Customize training content by leveraging floor inputs and recorded calls.
• Observe and evaluate trainee performance, provide coaching and feedback.
• Track and maintain attendance, certification records, and training MIS for audits.
• Conduct refresher or stratified training batches on NHT modules.
• Support hiring assessments for communication skills when not in training delivery.
• Conduct audits and feedback sessions to improve training throughput and conversions.
• Participate in team and departmental projects to improve training outcomes.

Skills and Qualifications:

• Mandatory:
• Excellent communication skills (>=6.5 on CAT).
• Strong facilitation and presentation skills.
• Proficiency in MS Office (Excel, PowerPoint).
• Willingness to work in a 24/7 rotational shift environment.
• No planned leaves for the next 60 days.
• Preferred/Desired:
• Prior Voice & Accent (V&A) and soft skills training experience.
• Knowledge of grammar, instructional design, and adult learning techniques.
• Exposure to quality processes and audits.
• Master Trainer certification.
• Knowledge of basic banking terminology.
• Strong interpersonal and team management skills