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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.
- 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
- 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)
- Ensuring that the attendance sheets for both ss and pk and are updated on time as per the due dates delivered by the training supervisors
- Responsible for the headcount salary confirmation for newly hired and internally transferred trainees
Job Requirements
- Bachelor Degree
- Postgraduate studies in training is an added plus
- 1-2 years of experience in the call center industry as a high performing agent
- Arabic is mandatory
- Proficiency in English
- Analytical Skills
- Ability and spot problems and rectify them.
