Job Details
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Job Description
- Carrying out training needs analysis to identify the level of people's knowledge
- Designs course materials and other documents such as handouts, manuals and exercises
- Organizes courses to meet the needs of learners and demands of business
- Evaluates the effectiveness of the training and course outcomes
- Liaises with external course providers to be updated with latest Training techniques & program
- Abides to COPC approaches and requirements
- Leverage function performance to meet training metrics targets.
- Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
- Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
- Evaluates agents' responsiveness to training and development.
- Logs in for minimum of 3 hours per quarter in his/her respective projects.
- Ensures training evaluation form is used by Trainees.
- Acts as a Reference for calibration sessions.
- Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
- Login specific hours.
- Performs other related duties
Job Requirements
Functional Level:
- High Sense of quality and precision in fulfilling duties and tasks
- Striving to improve quality of Training through operational performance
- Excellent knowledge of all company applications
Business Level:
- Ability to understand specific Client requirement in relation to projects training needs
- Commitment to ensure client and end user satisfaction through communicated results
Interpersonal Level:
- Effective Communication Skills
- Have a proper level of emotional intelligence
- Excellent Presentation skills
Problem Solving:
- Analytical Skills
- Ability to spot problems
- Use analysis for better understanding
- Ability to map out issue in a logical and consistent manner
Educational Background:
- Bachelor Degree
- Previous training in:
- - Train the Trainer
- - Advanced Customer Service
- - Advanced Interaction Skills
Professional Experience:
- 0-2 years of Work Experience (Preferably in the Call Center industry)
Language Skills:
- Arabic – English – Another language (added plus)
