Role Summary: A Training Executive is a specialist in creating training programs to address employee skill gaps, prepare learning materials for programs and develop onboarding programs for new employees. Responsibilities include communicating with managers to identify training needs and mapping out development plans for teams and individuals.
Key Success Drivers including Accountabilities and Responsibilities • Design and implement a training program specifically for customer service/contact center staff • Research new training techniques and suggest enhancements to existing customer service training programs • Establish processes and tools to monitor staff performance and use those metrics to provide meaningful feedback focused on service improvements • Identify individual and team skills gaps • Schedule regular training sessions (e.g. monthly or quarterly) • Ensure new hires take on basic training courses, including communication and troubleshooting skills • Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases) • Coordinate mentorship programs for new customer service representatives • Assess the impact of training on team performance and customer satisfaction • Must have good interpersonal skills to interact effectively with the team and solicit feedback on training programs in order to make improvements. • Communication skills are important to create training information that clearly expresses the intended meaning so team members understand the material. • Must have strong analytical abilities in order to process feedback and relevant information, such as performance evaluations, that can help determine how to improve programs. • Maintain updated records of training curricula and material • Ensure department goals and milestones are met
Functional/Technical Competencies Proficiency with Technology, Microsoft Products, and Software Applications. Analytical and efficient Management & Development
Job Requirements Educational Qualifications • Bachelor's degree in business administration, economics, computer science, or another related discipline. Experience • 4 years’ experience in a contact center environment with at least 1+year as a trainer Language skills• Bilingual Fluent English and Arabic speaker