Training Sme

2 weeks ago

Al Ain, Abu Dhabi, United Arab Emirates Teleperformance Full time

Job Title :
Training SME

General Description
Specialist role to drive and enhance our existing training framework

DUTIES AND RESPONSIBILITIES

  • Coordinate new hire, progression and enhancement training
  • Train new and existing employees on client projects emphasizing customer confidentiality and security
  • Develop nonclassroom communication and training materials
  • Assess individual participant and class performance
  • Participate in minor client interaction including effective curriculum feedback and client visits
  • Demonstrate the highest standards of ethical and professional conduct in dealing with new employees
  • Thrive as a team player in a fast paced, high energy, change oriented environment
  • Ensure all policies and procedures are adhered to including Security, HR, Operations, etc.
  • Providing knowledge, resources, and information to support agents.
  • Address entities / client concerns accurately and timely.
  • Ensuring accuracy of the content.
  • Coaching and training agents on improving Customer Interaction and offering guidance.
  • Show a comprehensive knowledge of services and continues selfimprovement and following quality standards.
  • Perform other related duties and assignments as required and assigned by supervisor or manager

Qualification Required

  • Graduate or an MBA from a recognized university.
  • High proficiency in Arabic and English
  • Great command over the English & Arabic languages
  • Exposure to the BPO industry
  • Facilitation skills, should have undergone a TTT
  • Analytical skills with exposure to PowerPoint and Excel
Energetic and customer service oriented

Ability to commute/relocate:

  • Al-Ayn: Reliably commute or planning to relocate before starting work (required)

Experience:

  • Call Center-Contact Center BPO: 2 years (required)

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