ESSENTIAL FUNCTIONS / CORE REPONSIBILITIES
Increase Customer Service Advisor’s productivity by training them effectively
Accountable for achieving individual training performance metrics.
Training of Advisors
Day-to-day functional direction of advisors within the program training environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
Support and partner with Operations to transition of advisors from training to production environment, ensuring competency levels meet business needs (where required)
Conducts recurrent virtual training classes, meetings, and seminars during times of policy, procedure, and or protocol updates.
Conduct of Training Need Analysis
Work with internal Quality Assurance teams to conduct informal/formal training needs assessments, identify training gaps, and drive improvements to training curriculum and or delivery.
Partner with individual departments to outline deliverables, expectations and risks, to include specific training needs for staff
Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a virtual classroom environment.
Modify teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. Role-Playing exercises, Simulations, Team Exercises, Group Discussion, Videos, and or Lectures).
Provide training and staff development programs using knowledge of the effectiveness of methods such as virtual classroom training, demonstrations, on the-job training, meetings, coaching, and workshops.
Design, develop, and manage training content for new hire training, upskilling and redeployment.
Prepare and present training materials through virtual learning, hands on demonstrations, and supporting activities.
Delivery, review, and maintenance of training programs or training curriculum required for the development of product knowledge, process awareness, system expertise, and call handling skills to ensure that the training needs of the organization are met.
Recommend curriculum modifications to Training Manager / Supervisor on the basis of internal customer feedback and/or Training Needs Analysis.
Training effectiveness and feedback
Ensure effective, consistent communication and strong relationships with managers, peers, and other resource groups, including day-to-day informal interaction with clients for information as it relates to training and procedural development.
Monitor and measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
Trainer’s knowledge enhancement
Maintain relevant product knowledge by taking calls, attending client and cross functional meetings (as needed), and side by side observations.
Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.
You are methodical and well-planned and at the same time practical enough to make an overall training session fruitful to the trainees.
3+ years’ experience in a contact center environment with at least 1+ years as a Trainer delivering training and managing training activities preferably for an inbound (voice) program.
Solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools/technology is preferred.
Hands on experience with virtual conducts and teaching in virtual teaching environments.
Awareness of or some experience in design, development, implementation, and evaluation of training plans, curricula, and methodology is preferred.
A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
Strong Communication and Interpersonal skills.
Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor’s degree.
Comfortable in training team/s remotely.
Familiarity with interactive learning systems.
Analytical, efficient and thorough.
Proficiency with technology, especially computers, software applications, and phone systems.
Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Click Here To Apply