Training Specialist

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia HungerStation Full time

Hungerstation is the first Saudi Food delivery App in the region Established in 2012. Today Hungerstation enables you to browse the largest selection of restaurants and supermarkets in KSA that reach 35,000+ options.
In Hungerstation, we stand for our customers' satisfaction, partners' loyalty and riders' wellbeing, in addition to our expansion vision - always aiming higher and moving forward to the utmost levels of service platform.

Hungerstation is part of the Delivery Hero Group, the world's leading local delivery platform operating in 70+ countries worldwide

Job Description
  • Design and develop comprehensive training programs tailored to the specific needs, aligned with Hungerstation internal culture, addressing in-house and BPO staff.
  • Incorporate COPC and CIPD best practices and industry standards into training materials and content.
  • Collaborate with subject matter experts to ensure training programs cover all relevant topics, including product knowledge, customer service techniques, and problem-resolution skills.
  • Regularly review and update training materials to reflect the latest industry trends and advancements.
  • Deliver induction program to create a dynamic and engaging onboarding experience for new customer care agents.
  • Introduce interactive and modern training methods, such as e-learning modules, virtual simulations, and gamification, to enhance the induction process.
  • Ensure that the induction program effectively communicates Hungerstation's values, mission, and customer-centric approach.
  • Conduct engaging training sessions for new hires and existing team leaders and agents, utilizing a variety of training techniques and methodologies.
  • Deliver training sessions on topics such as customer service skills, communication, product knowledge and company policies.
  • Foster a positive and inclusive learning environment that encourages active participation and knowledge sharing among trainees.
  • Provide constructive feedback and coaching to agents to support their continuous development and improvement.
  • Collaborate with cross-functional teams to design and execute culture and engagement activities, recognition programs, and employee appreciation events.
  • Collaborate with the Quality Assurance (QA) team to develop performance evaluation criteria and metrics aligned with COPC standards.
  • Assist in monitoring and assessing individual agent performance through regular performance evaluations and coaching sessions.
  • Identify performance gaps and training needs, and develop targeted training interventions to address them.
  • Track and analyze performance data to identify trends, areas of improvement, and opportunities for enhancing customer satisfaction.
  • Develop and deliver training programs on leadership skills, coaching, performance management, and effective communication for call center team leaders.
  • Empower team leaders with training on call center metrics, KPIs, and performance targets to drive team performance and achieve operational goals.
  • Foster a culture of continuous improvement by training team leaders on quality assurance, monitoring, and providing feedback for performance enhancement.
  • Train team leaders in conducting effective team meetings, delivering constructive feedback, and recognizing outstanding performance to support and motivate teams.
  • Collaborate with Operations to optimize call center operations, reduce call handling time, and enhance first-call resolution.
  • Conduct post-training evaluations to assess the effectiveness of training programs and gather feedback from trainees.
  • Analyze training evaluation data and make recommendations for improvements and modifications to training content and methods.
  • Support the professional development of internal trainers (tutors), ensuring they have the necessary resources and skills to deliver effective training programs.
Qualifications
  • 1 - 2 years of relevant experience.
  • Proven experience as a Trainer or in a similar training role, preferably within a contact center environment.
  • Knowledge of COPC and CIPD / ATD standards and best practices.
  • Strong understanding of the Saudi market and cultural nuances.
  • Familiarity with modern training methodologies, e-learning platforms, and instructional design principles.
  • Excellent presentation, facilitation, and communication skills.
  • Ability to develop and deliver engaging and interactive training sessions.
  • Basic analytical skills to assess training needs, evaluate performance data, and identify areas for improvement.
  • Passion for learning and staying updated with industry trends and advancements.
  • Ability to work effectively in a fast-paced, dynamic environment.
  • Fluency in both written and spoken English and Arabic is a must.
  • Bachelor's degree in a relevant field is required.
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