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Job Description
- Analyze training needs to develop new training programs or modify and improve existing programs
- Develop strong relationship with associates to be the avenue for information as it relates to training and procedural development
- Ensure associates participate in computer based training as applicable to their job function
- Conducts and coordinates training programs to fit the specific needs of individuals such as in-house classes/workshops
- Delivery, review, and maintenance of training programs or training curriculum to ensure the training needs of the organization are met
- Provide training and staff development programs using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, coaching, and workshops
- Deliver instructor-led classes to employees ranging in skill from beginner to experienced.
- Serve as the SME for programs supported.
- Keep up to date with changes in support policies
- Work with management team to identify best practices for system functionality and process improvement.
Job Requirements
- Graduate or equivalent
- Minimum of 2 years of exp. / delivery experience in a call center environment is preferred
- Must have at least 1 years of training experience
- Prior experience working within a customer service organization
- Demonstrate knowledge and application of adult learning principles
- Dynamic presentation and facilitation skills and able to present information in a clear and concise manner to a diverse population
- Self-directed and motivated to continue to learn on own
- Ability to prioritize daily demands to meet program requirements
- Excellent time-management skills, a ‘can-do’ attitude and ability to effectively meet critical deadlines
- Must possess the capacity to function effectively in a demanding and time sensitive environment
- Ability to develop training and execute on deliverable with little guidance
- Confident decision making skills
- Proficient in MS Word, Excel, Outlook and PowerPoint
- Should be fluent in languages required as per the profile specifications (Arabic & English) – Both written and spoken
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