Training Officer

4 weeks ago

Riyadh, Saudi Arabia Tafaseel Business Services Full time

**Job Summary**:
**Responsibilities**:

- Develop training programs and materials for call center agents, including new hire training, ongoing training, and refresher courses.
- Conduct engaging training sessions to enhance agents' product knowledge, communication skills, call handling techniques, and customer service etiquette.
- Assess training needs and tailor training content to address specific areas for improvement.
- Monitor and evaluate trainees' performance during training and provide constructive feedback.
- Collaborate with team leaders and managers to identify performance gaps and develop targeted training interventions.
- Assist in creating and updating training manuals, scripts, and job aids to ensure accuracy and consistency.
- Stay updated on industry trends, best practices, and new technologies relevant to call center operations.
- Utilize various training methodologies, including role-playing, simulations, workshops, and e-learning, to cater to diverse learning styles.
- Conduct training assessments and performance evaluations to measure the effectiveness of training programs.
- Provide ongoing coaching and support to call centre agents, assisting them in achieving their performance goals.
- Collaborate with the quality assurance team to identify training opportunities based on customer feedback and call monitoring results.

**Requirements**:

- Bachelor's degree in a relevant field or equivalent work experience.
- Fluent Arabic and English languages.
- Proven experience as a call centre trainer or similar role in a customer service environment.
- Strong understanding of call centre operations, processes, and best practices.
- Excellent communication, presentation, and interpersonal skills.
- Proficiency in using training software, e-learning platforms, and multimedia tools.
- Ability to adapt training content to accommodate diverse learning styles.
- Detail-oriented with a focus on accuracy and quality.
- Exceptional coaching, mentoring, and problem-solving abilities.
- Strong organizational and time management skills.
- Familiarity with customer relationship management (CRM) systems is a plus.

**How to Apply**:
**Salary**: ﷼7,000.00 per month

Ability to commute/relocate:

- Riyadh: Reliably commute or planning to relocate before starting work (required)

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