Trainer II
Concentrix — Gurugram, Haryana
₹3–7 LPA (HireSetu estimate) · Entry level · Freshers eligible · Full-time · onsite
HireSetu listing reference dedaf5 — confirm requirements below, then apply on the employer site.
Quick answer: A mid-level training job on a call-centre floor. You run new-hire and upskilling batches, sit with agents, listen to calls, and answer for what happens to quality scores once training ends.
From Concentrix's job posting
Roles and Key responsibilities
Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.
Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics.
The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.
Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training.
Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
Coaching & Development: Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers.
Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
Stakeholder Management: Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.
Mentorship: Mentor and guide junior trainers and act as a Subject Matter Expert (SME).
Key skills and knowledge
Subject Knowledge: Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone.
Exceptional communication, facilitation, presentation, and interpersonal skills.
Tools: Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).
Education: Bachelor’s degree in education, Human Resources, or a related field (preferred).
Educational Qualification : Graduation
Text from Concentrix's official job posting, formatted by HireSetu. The employer's own page is the final word on details.
HireSetu's note
The work happens on the floor
The classroom is one part of this job. The rest is side-by-sides, call listening and refresher sessions for agents whose scores have dropped, then reporting back on whether any of it worked. Your output gets read through the same KPIs the operations team carries, so a batch that clears training and misses on quality is your problem too.
If your background is corporate induction, HR onboarding or soft-skills workshops for office staff, the shape of this will feel different. BPO training is judged on the floor, days and weeks after the session ends.
The shift follows the process
Concentrix runs domestic and international processes out of Gurugram, and the listing mentions client-specific accents and tone for the international ones. Batches run on the schedule of the process you support, so new-hire training on a night-shift account happens at night. Ask which process and which shift before you accept, because that decides your commute home as much as your work.
MS Office is on the list, and Excel is the one that matters: you'll pull quality data, build a simple view of batch performance and present it to management. Being quick in PowerPoint saves hours every month.
Where a Trainer II lands next
After a year or two, the realistic moves are training manager, quality analyst, or operations team lead. All three run through the same people: the Ops and Quality managers you sit with to find skill gaps. How much of that calibration and reporting you own decides which of the three opens up.
Plenty of people enter BPO training from a teaching or HR background. Facilitation and holding a room transfer directly. The process knowledge and the quality framework behind the numbers, you pick up on the job.
Drafted with AI from Concentrix's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.
How to apply
- Open Concentrix's careers site with the Apply button.
- Follow the application steps on the site and upload your resume.
- Keep the confirmation email or application number for follow-up.
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