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Job Description
For a multinational company located in Cairo a “Customer Service Trainer” is urgently needed:
Job Description:
- Assist in designing and developing a service quality index that measures agent performance against service excellence criteria.
- Perform, and support customer care supervisors in performing, case and call audits to measure the quality of service provided by agents using the service quality index
- Manage the creation and circulation of service quality reports
- Design and develop training curriculum and content for instructor-led classes for both classroom and virtual classroom delivery.
- Develop & deliver onboarding training for classroom and virtual environments.
- Engage with Internal Subject Matter Experts on defining training needs.
- Coordinate training, content needs and delivery timelines
- Provides day-to-day coaching; actively work to promote and recognize performance
- Maintains knowledge of all processes and ability to handle any question from newly hired agents.
- Maintain an up to date and accurate database of agents training progress and achievements.
- Updates and schedules refresher training to all agents. Scheduling training sessions to minimize disruptions to normal working
- Coordinates multi department training
- Developing new skills in agents for maximizing agent retention and growth
- Works with management and supervisors to assess and determine agents training needs and hold personal performance sessions with each agent and supervisor
- Works with other departments for process changes and implements those processes with agents
- Quickly ramp-up on new courses as needed.
- Build and maintain excellent relationships with key stakeholders.
- Create assessments/certifications for Training material.
Job Requirements
- Experience working in a contact center.
- A bachelor degree is a must.
- Fluent command of English.
- Understanding Zendesk is beneficial.
- Experience with building a certification program is a huge plus.
- Experience in Learning Management System and eLearning development (online training programs) desired.
- Strong organizational, problem-solving, and analytical skills; ability to manage priorities and workflow.
- Ability to work independently and as a member of various teams.
- Proven ability to handle multiple projects and meet deadlines.
- Strong communication and negotiation skills.
- Ability to deal effectively with a diversity of individuals at all organizational levels.
- Demonstrated ability to make successful presentations to agents and/or groups at all levels of the organization.
