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Employee Development Coach

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia SolexPlus Full time
About the Contact Center

Our contact center team provides exceptional customer service to our customers. We are seeking an experienced training specialist to join our team as a Training Specialist.


About the Role

In this role, you will be responsible for designing, delivering, and evaluating training programs to ensure our contact center agents are equipped with the skills and knowledge needed to provide exceptional customer service.


Main Responsibilities
  • Develop Comprehensive Training Materials:
    • Design and develop training materials, including manuals, e-learning modules, and interactive sessions tailored to contact center operations.
    • Update training content to align with process changes, company policies, and customer service standards.
  • Deliver Onboarding Training:
    • Conduct onboarding training for new hires, ensuring they are familiar with systems, tools, and customer interaction protocols.
    • Facilitate ongoing skill enhancement sessions for existing staff to address performance gaps or introduce new processes.
  • Evaluate Training Effectiveness:
    • Monitor and evaluate training effectiveness through assessments, feedback, and performance metrics.
    • Identify trends from quality assurance evaluations and address them through targeted training initiatives.
  • Support Team Performance:
    • Partner with contact center leadership to assess team training needs and prioritize initiatives.
    • Provide on-the-job coaching and support to agents to reinforce learning and address challenges in real time.
  • Maintain Training Records:
    • Maintain accurate training records, including attendance, assessment results, and progress reports.
    • Prepare and present training effectiveness reports to management.