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Job Description
Key Responsibilities:
- Following up that the training plan is being implemented smoothly; including the training rooms capacity follow up, material related follow up
- Tracking the training equipment and tools.
- Responsible for controlling all training performance targets and for improving failed metrics if any.
- Responsible for the Users technical activation and deactivation and handles all escalations related to them
- Tracking and analyzing the training evaluations for both soft skills and product knowledge
- Ensure the effective delivery of training courses, programs, and sessions
- Planning and implementing all training surveys to identify areas of improvement and provide trainees feedback.
- Coordinate with the WFM team to publish the weekly training schedule.
- Coordinate with the WFM to arrange transportation (Bus Capacity & Door to door)
- Designing required training courses programs or sessions according to staff knowledge and skills
- Selects appropriate instructional procedures or methods such as individual training, group instruction, self-study, lectures, exercise, role play, and computer-based training.
- Ensure that all training manuals, materials, references, and libraries are always updated.
- Maintain records/reports and prepare statistical reports to evaluate performance and monitor progress
- Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects.
- Communicates regularly with operations to assess agents needing training and delivering required new and refresher classes personally or through available trainers
- Review the performance of trainers and coaches their results and gives them direction for ongoing performance improvement
People Management:
- Responsible for the technical development of all training executives and senior executives.
- Oversee all the activities of our own team to ensure high-performance levels and efficient implementation.
- Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
Job Requirements
- 3-4 years of overall business expertise in call center industry
- A minimum of 2 years as a trainer and/or Senior trainer
- Proven work experience in the training field
- Arabic is mandatory
- Proficiency in English
- Bachelor's degree preferably in Business Administration, Commerce.
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