Job Description

Job Title: Training Specialist Contact Center

We are seeking a highly motivated and experienced Training Specialist to join our contact center team. The ideal candidate will be responsible for designing, delivering, and evaluating training programs to ensure our contact center agents are equipped with the skills and knowledge needed to provide exceptional customer service. This role involves close collaboration with team leaders, quality assurance teams, and management to identify training needs and implement solutions that enhance team performance and efficiency.

Key Responsibilities:

• Training Program Development:
  • Design and develop comprehensive training materials, including manuals, e-learning modules, and interactive sessions tailored to contact center operations.
  • Update training content to align with process changes, company policies, and customer service standards.
• Facilitation and Delivery:
  • Conduct onboarding training for new hires, ensuring they are familiar with systems, tools, and customer interaction protocols.
  • Facilitate ongoing skill enhancement sessions for existing staff to address performance gaps or introduce new processes.
• Performance Assessment:
  • Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
  • Identify trends from quality assurance evaluations and address them through targeted training initiatives.
• Collaboration and Support:
  • Partner with contact center leadership to assess team training needs and prioritize initiatives.
  • Provide on-the-job coaching and support to agents to reinforce learning and address challenges in real time.
• Reporting and Documentation:
  • Maintain accurate training records, including attendance, assessment results, and progress reports.
  • Prepare and present training effectiveness reports to management.

Qualifications:

• Education:
  • Bachelors degree in Education, Business Administration, or a related field.
• Experience:
  • Minimum of 1-3 years of experience in a training role, preferably within a contact center environment.
  • Familiarity with customer service tools, CRM systems, and contact center operations.
• Skills:
  • Excellent verbal and written communication skills in English and Arabic.
  • Strong presentation and facilitation abilities.
  • Proficiency in e-learning software and training delivery platforms.
  • Analytical skills to assess training needs and measure effectiveness.
  • Ability to manage multiple projects and deadlines effectively.

Preferred Qualifications:

• Certification in training or instructional design (e.g., CPTD, ATD, or similar).
• Experience with quality assurance and performance management in a contact center.
• Knowledge of industry best practices in customer service and employee development.

Join us to play a vital role in empowering our contact center team and driving exceptional customer experiences!