Training Manager

Department:
Training and Quality

Employment Type:
Full Time

Location:
KSA

Reporting To:
Janna Arakelian

Description
As a Training Manager, you will lead and oversee the training operations in Saudi Arabia, ensuring the delivery of high-quality training programs for our customer service teams. You will manage a team of Training Leads and Trainers, align training initiatives with business objectives, and drive continuous improvement in trainers' performance and customer satisfaction. This role requires strategic oversight, stakeholder collaboration, and a focus on achieving measurable outcomes in a fast-paced CX environment.

Trainers' performance metrics, customer satisfaction scores, and team development milestones will measure the effectiveness of the role.

Key Responsibilities

• Manage and lead a team of Training Leads, each overseeing 5-7 Trainers, including recruitment, onboarding, performance evaluations, and professional development.
• Oversee the delivery of new-hires and on-the-job training, ensuring consistency with Tabby's standards across face-to-face, virtual, and hybrid formats.
• Collaborate with stakeholders, including HR, Talent Acquisition, CX Operations, Quality, and Content teams, to align programs with organizational goals and address gaps in hiring, quality, and operations.
• Analyze training outcomes, agent performance data, and customer interaction quality across different channels (calls, emails, and chats) to identify trends, root causes of issues, and opportunities for improvement; provide data-driven recommendations and implement solutions.
• Develop and maintain certification mechanisms for Trainers and Leads, including train-the-trainer programs, upskilling workshops, and remote facilitation skills.
• Track and report on key metrics such as training throughput, feedback, and customer satisfaction; make necessary adjustments to enhance outcomes.
• Ensure compliance with adult learning principles, cultural nuances of the GCC region, and best practices in managing remote and on-site teams.

Skills, Knowledge & Expertise

Who you are:

• You have a bachelor's degree in a related field (e.g., communication, psychology, business, education);
• You have a minimum of 5 years of experience in Customer Service operations or training, with a proven track record in designing and delivering programs such as new hire training (NHT) and on-the-job training (OJT);
• You bring at least 3 years of experience in team management, including leading trainers or supervisors, with a focus on performance management and development;
• You are Fluent in English (C1) and Arabic, with a deep understanding of the cultural nuances of the Saudi Arabian and GCC region.
• You have strong leadership, communication, coaching, and interpersonal skills to manage teams and stakeholders effectively.
• You possess analytical and problem-solving skills to evaluate data, identify trends, and drive improvements.
• You have excellent organizational and time management skills to handle multiple priorities in a dynamic environment.
• You are proficient in Microsoft Office Suite, learning management systems, and customer support tools (e.g., CRM software, ticketing systems).

Preferred qualifications:

• Advanced knowledge of adult learning principles, instructional design methodologies, and facilitation techniques.
• Certification in customer service training, leadership, or related soft skills (e.g., train-the-trainer certifications).
• Conflict Resolution Skills: Ability to remain composed under pressure, effectively resolve disputes by addressing underlying issues, and prevent escalations within teams or with stakeholders.