Job Details
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Job Description
- Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions) with the agreed benchmarks and due dates.
- Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda.
- Responsible for the headcount salary confirmation for newly hired and internally transferred trainees
- Ensuring that the attendance sheets for both Soft Skills and Product Knowledge and are updated on time as per the due dates delivered by the training supervisors
- Work on the continuous improvement for the training materials, documents and handouts.
- Abides to COPC approaches and requirements.
- Provides pre operational feedback to HR and OP on new agents and their fitness for performing duties required.
- Evaluate agent’s responsiveness to training and responsible for their training 2
- Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on time – Calibration – Verifications and Quality of training)
- Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
- Work on the continuous improvement for the training performance through setting and implementing actions plans according to the training evaluations and surveys
- Communicates regularly with operations to tailor and deliver refreshment sessions based on quality reports represented to ensure client & end user satisfaction
- Shares in the issuance of needed performance reports and follow ups on actions plans
- Ensure class control and trainees managements in accordance to company policies and procedures
- Provide pre operational feedback to HR and OP on new agents and their fitness for performing duties required.
- Evaluates responsiveness to training and identify areas of improvement Do all verification practices required and related to knowledge verification (Login – Calibration – Test) Ensure class control and trainees managements in accordance to company policies and procedures
- Provide pre-operational feedback to HR and OP on new agents and their fitness for performing duties required.
- Evaluates responsiveness to training and identify areas of improvement Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
Areas Job Impacts:
- Operations Performance
- Quality of Training Contacts within Raya but outside own area of work: Human Resources
- Information Technology
- Quality Assurance
- Operations
- BPO & Program Management
Job Requirements
Functional Level:
- Very good command of Microsoft office software
- Excellent presentation and communication skills
- Excellent in conducting training and delivering knowledge Business Level:
- Awareness of RCC statement of Direction
- Awareness of RCC policies and procedures
- Awareness of COPC standards and approaches
Interpersonal Level:
- Adaptability Interpersonal Skills
- Delivering Results
- Continuous Learning
- Internal/External Focus Problem Solving skills
- Ability to spot problems and propose actions for improvements Educational Background:
- Bachelor Degree
- Post graduate studies in training is an added plus Professional Experience
- A min of 3 years of experience in training within call center industry
Language Skills:
- Arabic is mandatory
- Proficiency in English