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Customer Experience Training Lead

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia HALA Full time

At HALA, we are a leading fintech player in the MENAP region, redefining financial services to empower SMEs.

We offer cutting-edge tools to help merchants digitize payments, manage sales, and operations. Our goal is to provide high-quality service to B2B merchants through effective training programs.

The Training Supervisor role involves designing and delivering training sessions for agents to develop their skills. This requires collaboration with Quality Specialists to assess training needs and create a consistent curriculum.

Key responsibilities include:

  • Developing training materials and conducting sessions for new and existing agents
  • Collaborating with Quality Specialists to identify performance gaps and create training plans
  • Providing continuous learning opportunities to improve agent skills, knowledge, and customer service techniques
  • Tracking training effectiveness and adjusting programs based on feedback and performance data

To be successful in this role, you will need:

  • Bachelor's degree in Training, HR, or a related field (preferred)
  • 3+ years of experience in training or development, ideally within a Contact Center
  • Strong presentation, facilitation, and interpersonal skills
  • Ability to develop effective training materials and adapt to different learning styles