Essential Functions & Core Responsibilities

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations           

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment                       

• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities     

• Accountable for achieving individual T&Q performance metrics                    

• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)                     

• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations                      

• Ensure effective, consistent communication with managers, peers, and other resource groups

• This is a client-facing role, maintaining close communication to ensure alignment on deliverables and expectations. Regularly present results and progress to clients, ensuring transparency and ongoing collaboration.

• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids

• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation 

• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis 

• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures           

• Actively support the Team Leader with quality tasks (evaluations, coaching sessions, calibration sessions) in compliance with CNX T&Q processes, policies and guidelines

• Support the implementation and correct use of global T&Q tools (e.g. PULSE, ALBA, Training AI, SimCX)

Candidate Profile

• At least 9 months experience within Concentrix or 6 months within the targeted role

• Fintech experience would be considered an advantage

• Proficient in advanced functionality Microsoft Office

• Effective communication skills, both written and verbal (German C1 and English B2 Language)

• Demonstrated ability to communicate effectively and professionally with internal and external associates

• Ability to multi-task and meet timelines on deliverables

• Demonstrated ability to work with and lead a team

• Detail and customer service oriented

• Willingness to work fully on site from our office in Athens Monday - Friday 9-5/10-6