Sarah Bayoumie

Operations ManagerFull Time

Training Team LeadFull Time

• Job Details:• Lead the training team following up, revising and assisting with their daily tasks during and out of class. • Conduct TTT to newly hired trainers and provide the appropriate certifications. • Maintain accurate training records and ensure training SLAs are achieved. • Conduct group and individual training needs analysis to measure performance improvement and suggest process enhancements. • Design, plan, organize, or direct orientation and training programs for employees & customers. • Developing and organizing training manuals, facilitators' guide and training module activities. • Determine and plan the resourcing of the training requirement. • Recommend knowledgebase enhancements and suggest business & process improvement ideas. • Coordinates communication with other departments including (WFM, HR, Ops and QA). • Implement COPC training best practices (knowledge verification assessments – Accuracy of knowledge handover and readership completion rate) • Create and follow up on appropriate action plans to address opportunities and gaps. • Analyse training needs to develop new training programs or modify and improve existing programs using TNA (Training needs Analysis). • Organize and execute post-training evaluation to identify & report opportunities to stakeholders and enhance training quality. • Hold business review meetings with stakeholders to discuss process improvement proposals to enhance KPIs achievement.

Operations SupervisorFull Time

• Job Details:• Holding daily operations management meetings to coach on performance opportunities & action plan implementation progress. • Conduct one to one meeting to align on individual targets achievement • Observe and track daily performance, and sharing it with the team • Assist employees in meeting the Performance Targets through hiring, coaching, mentoring • Communicate and resolve issues that affect Performance Criteria • Share operational improvement with the relevant stakeholders • Managing projects to improve employee performance • Handling escalations & complaints through customer relationship management (CRM) strategies and problem-solving techniques.