Contact Center Training Manager

3 weeks ago


Jeddah, Saudi Arabia Talent Pal Full time

Planning and Analysis

  • To analyze the operational training requirement for new and current Processes
  • To work with the client and transition teams to plan Process training rollout for migrations

Training design and development

  • Designs Develops and Delivers Soft Skills and Process Training programs to the customer service associates
  • To adapt customer training materials for local delivery
  • To design and develop additional Process training materials based on training needs analysis and customer requirement

Training delivery

  • To deliver Process training Programs
  • To assess certify and report on learner performance

Training Maintenance and Quality control

  • Monitor calls made by agents on a regular basis to identify and rectify performance gaps & Gives one on one feedback to the Agents / TLs based on the research done through monitoring
  • Prepares and circulates weekly reports on gaps identified during call monitoring and steps taken to close such gaps
  • Maintains records of training activities monitors the effectiveness of training programs and follows up on pre and post training evaluations .

Performance Objectives :

  • Training effectiveness
  • 100% completion of session records to departmental standards.

Other key management attributes & Key Performance Indicators (KPIs) as agreed


This job has been sourced from an external job board.
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