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Training Specialist

Andalusia Group - Cairo, EgyptPosted 1 month ago
50Applicants for1 open position
  • 41Viewed
  • 9In Consideration
  • 32Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

Key Responsibilities: 

Planning & Monitoring Process

  • Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
  • In cooperation with HR Department, creating, implementing, and maintaining training materials required for the development of product knowledge, process awareness, system expertise, and call handling skills.
  • In cooperation with HR Department and Quality Assurance team, determines training needs by observing service encounters; studying sales, technical, service and customer experience results reports; conferring with management.

Operational   Excellence Process 

  • Thorough understanding of competition within industry, reservation System, CRM System and new services launches, prepares new agents by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training for an accelerated performance growth and engagement.
  • Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Engages in all sales- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

Customer   Satisfaction Process 

  • Foster open communication with Supervisory and Quality Assurance team and actively strive to develop strong working relationships with all call center personnel.
  • Demonstrate the highest standards of ethical and professional conduct in dealing with new employees.

Innovation Process 

  • Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

Job Requirements

Knowledge:

  • Must have knowledge of call center phone systems CMS system.
  • Extensive knowledge of services offered by the Hospital.
  • Instructional design knowledge.
  • Training Delivery Methodologies.

Skills :

  • Expert interactive communication skills, both verbally and written.
  • Strong interpersonal and active listening skills.
  • Excellent computer proficiency & Strong knowledge of Microsoft office.
  • Very Good Command of English whether written or verbal communication.

 Abilities

  • Expert ability to work under continuous stress.
  • Excellent capability to effectively meet deadlines.
  • Able to demonstrate personal ownership of tasks and follow through to obtain desired results
  • Must have a keen sense of attention to detail, taking the initiative.
  • Must be enthusiastic and comfortable speaking in front of large groups of people.
  • Must have the required patience with various types of learners.
  • Skilled in determining why and how tasks should be handled to effective completion.
  • Proven experience in overcoming unexpected difficulties and using logical problem solving skills.

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JobsHuman ResourcesTraining Specialist