Contact Center Trainer

15 hours ago


Dubai, United Arab Emirates Cupola Teleservices Full time

Plans, conducts, coordinates and implements comprehensive training programs for staff in line with Dubai Model standards. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.
- Prepares representatives by conducting orientation to contact center processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.
- Determines training needs by observing touchpoints encounters; studying quality, technical, service and customer experience results reports; conferring with management.
- Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
- Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

**Cupola Academy**:

- Development of training kits based on recent industry updates and Dubai Model standards.
- Designing a training structure and developing curriculum to each material / module.
- Translating all training contents into Arabic (i.e. training materials, reports, and profile presentation).
- Developing and capturing training needs and discussing how to report and present.
- A key player at ensuring an implementation of a sustainable business model and developing strategic promotional campaigns to ensure business continuity and growth.
- Supports training financial objectives by recommending budget items; controlling costs.
- Conducts all relevant contact center trainings at all levels based on a Training Plan:

- Bi-weekly soft skills training to new hires.
- Monthly evaluation to new hires at several company campaigns.
- Monthly external trainings (onsite) according to clients’ identified training needs.
- Quarterly trainings based on training needs analysis.
- Quarterly/Semester training to leadership teams according to clients’ and DTMC requirements.
- Engages in all sales and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
- Thorough understanding of competition within industry, and new market development and launches.
- Performs all other duties as required.

**Salary**: AED4,500.00 - AED5,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- Contact center: 3 years (preferred)
- Training: 1 year (preferred)

**Language**:

- Arabic and English (preferred)



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