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Technical Trainer

Sykes Enterprises
Maadi, Cairo
Posted 4 years ago
42Applicants for1 open position
  • 41Viewed
  • 2In Consideration
  • 39Not Selected
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Job Details

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Job Description

In-class responsibilities:

  • Update and develop TPDM modules as needed
  • Deliver of TPDM and other training modules as required
  • Collate and maintain records of all training undertaken within Cairo Office. This includes maintaining daily reports & collating weekly reports
  • Listen pro-actively to calls periodically and ensure that training is effective
  • Periodically take customer calls which will ensure current knowledge of issues
  • Conduct quarterly agent self-assessments within Cairo Office, analyse the results & take needed action to fill gaps
  • Work in line with EMEA Training & Quality to achieve performance metrics
  • Be an escalation point for all matters related to testing and quality assurance
  • Manage training programs and continuous learning of Quality Assurance staff by means of short courses, conferences, meetups, and nesting certifications
  • Communicate with Quality and Training Supervisor - on a daily basis ,operations Managers and Supervisors – on a weekly basis , Remote sites and Client on a weekly basis

Out-of-class responsibilities:

  • Manage queue to achieve Account Service Levels
  • Floor-walk to accommodate Agent queries and also for the monitoring of agents availability for calls
  • Effectively manage outbound activity
  • Motivate the team and develop teamwork and job ownership across the account
  • Support team members on account specific issues (procedural & technical)
  • Coach team members towards PEP(Performance Empowerment Program) targets
  • Monitor calls and providing feedback
  • Escalate cases to Client contact
  • Take client escalated calls
  • Provide feedback on problem status to customers
  • Be proactive and able to collate data and act according to the Client/Customers’ needs

Job Requirements

  • English proficiency C1,  Second language requirements either German or French (B2)
  • Candidates should be qualified to University Degree level or equivalent
  • Training and/or Teaching experience would be a distinct advantage
  • Knowledge in Microsoft Office – Word/PowerPoint/Excel
  • Call center experience in technical accounts is preferred

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