Call Center Training Manager (Bilingual – EN & AR)

Company: Full Time Starlink Sector: Call Center
  • Location: Doha, Qatar View on Map
  • Date Posted : May 6, 2024
  • Salary: Negotiable

About the job

Position Overview:

We are seeking a dynamic and experienced Call Center Training Manager to join our team. The successful candidate will be responsible for designing, implementing, and managing comprehensive training programs for our call center staff. The primary focus will be on ensuring that our customer service representatives are equipped with the skills and knowledge necessary to deliver exceptional service, meet performance targets, and contribute to overall business success.

Key Responsibilities:

Training Program Development:

  • Design and develop effective training programs for call center employees, ensuring alignment with organizational goals and industry best practices.
  • Create training materials, manuals, and resources to support various learning styles and levels of expertise.

New Hire Onboarding:

  • Implement a structured onboarding program for new call center employees, covering company policies, procedures, product knowledge, and customer service skills.
  • Coordinate with relevant departments to ensure seamless integration of new hires into their roles.

Continuous Learning Initiatives:

  • Establish ongoing training programs to enhance the skills of existing call center staff.
  • Identify and address performance gaps through targeted training interventions.
  • Keep abreast of industry trends and best practices to continuously improve training content and delivery methods.

Performance Evaluation:

  • Develop and implement methods for assessing the effectiveness of training programs.
  • Monitor and evaluate the performance of call center representatives through key performance indicators (KPIs) and provide feedback for improvement.

Collaboration and Communication:

  • Work closely with call center leadership to understand performance expectations and training needs.
  • Collaborate with other departments to ensure a holistic approach to employee development.
  • Communicate training updates, changes, and achievements to relevant stakeholders.

Technology Integration:

  • Stay informed about the latest technologies and tools in call center operations.
  • Integrate technology solutions to enhance training effectiveness, such as e-learning platforms and virtual training modules.

Qualifications:

  • Must be Bilingual (English & Arabic)
  • Bachelor’s degree in Business, Human Resources, Education, or a related field.
  • Proven experience in designing and delivering training programs, preferably in a call center environment.
  • Strong understanding of call center operations, customer service principles, and industry trends.
  • Excellent communication and interpersonal skills.
  • Ability to adapt training strategies to different learning styles and levels of expertise.
  • Proficient in using training and learning management systems.

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