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Job Description
Webhelp is a French multinational BPO company that is making business more human for the world’s most exciting brands. By choosing Webhelp you will be part of a family of over 62,000 game-changers from more than 170 locations in 49 countries.
Join us at Webhelp Egypt and you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects with some of the best B2C and B2B brands worldwide.
Responsibilities
- Trains leadership, new, and tenured operations employees on operational policy, procedure and process, as well as how to use tools and resources.
- Oversees the execution of training programs focused on technical areas, operational workflows, technological/systematic and policies and initiatives.
- Ensures operations staff has the skills and knowledge necessary to succeed by delivering training in small groups, large groups, or one-on-one, in either a virtual (web/phone) or in-person setting.
- Validates training is conducted effectively and in accordance with policies as applicable.
- Supports audit and compliance programs by assessing the technical, operational and financial aspects of branch operations.
- Partners with the Corporate Field Training Team on the use of any curriculum, documents and training programs, and provides feedback for improvement.
- Works one-on-one with operations employees to assess their skills and knowledge, which may include conducting ride along or in vehicle assessment activities to observe performance. Provides coaching and/or models desired behaviors to enhance employee’s understanding of policy and procedure.
- Provides regular feedback to local management on employees’ performance, and recommends strategies to reinforce their employees’ skills and knowledge of process and procedure.
- Conducts regular follow up and focused hands-on training to employees within assigned market.
- Provides refresher training locally as needed.
- Tailors training to address the unique challenges and/or opportunities within the market or local branch.
- Serves as market subject matter expert on operations initiatives and programs.
- Performs other duties as required.
Job Requirements
- Fluency in English
- Minimum 1 year of experience.
- Intermediate skills in Excel, PowerPoint and other Microsoft products.
- Exceptional written and Interpersonal skills: communicate effectively and concisely with managers and leaders about our programs and objectives.
- Analysis and writing: ability to diagnose or represent training data and feedback in meaningful ways.
- Able to work independently and as part of a globally diverse team, collaborate with remote team members in support of training initiatives.