Corporate Trainer
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Key skills for this role
About the Role
We are seeking an experienced Contact Center Trainer to support a prestigious UAE Government Account. The role involves designing, developing, delivering, and evaluating training programs to enhance employee performance and ensure exceptional customer service delivery.
Key Skills for This Role
Responsibilities
- Conduct new hire onboarding, induction, and certification programs
- Deliver training on government services, policies, processes, systems, and customer service standards
- Facilitate classroom, virtual, and on the job training sessions
- Conduct refresher, upskilling, and remedial training programs based on business needs
- Design and update training materials, facilitator guides, assessments, and learning resources
- Develop engaging learning solutions that support operational objectives and service excellence
- Analyze quality scores, customer feedback, CSAT, and operational KPIs to identify skill gaps
- Work closely with Operations and Quality teams to develop targeted improvement plans
- Provide coaching and performance support to employees and team leaders
- Partner with Operations Managers, Team Leaders, Quality Teams, and Client Stakeholders to identify training needs
Requirements
- Bachelor's degree in Business Administration, Human Resources, Education, or related field
- Train the Trainer certification highly preferred
- Minimum 3 5 years of Contact Center Training experience
- Mandatory experience supporting a UAE Government Contact Center account
- Proven experience delivering training for customer service, call center operations, and government service environments
- Strong understanding of UAE government customer experience frameworks and service excellence standards
- Excellent facilitation and presentation skills
- Strong communication skills in English; Arabic is highly preferred
- Expertise in adult learning methodologies and instructional design
- Proficiency in Microsoft Office Suite and Learning Management Systems (LMS)
Full Job Posting
Job Overview
- We are seeking an experienced Contact Center Trainer to join our team and support a prestigious UAE Government Account.
- The ideal candidate will have proven experience delivering training within a UAE based government contact center environment.
- The role is responsible for designing, developing, delivering, and evaluating training programs that enhance employee performance and ensure exceptional customer service delivery.
Key Responsibilities
- Conduct new hire onboarding, induction, and certification programs.
- Deliver training on government services, policies, processes, systems, and customer service standards.
- Facilitate classroom, virtual, and on the job training sessions.
- Conduct refresher, upskilling, and remedial training programs based on business needs.
- Design and update training materials, facilitator guides, assessments, and learning resources.
- Develop engaging learning solutions that support operational objectives and service excellence.
- Analyze quality scores, customer feedback, CSAT, and operational KPIs to identify skill gaps.
- Work closely with Operations and Quality teams to develop targeted improvement plans.
- Provide coaching and performance support to employees and team leaders.
- Partner with Operations Managers, Team Leaders, Quality Teams, and Client Stakeholders to identify training needs.
- Support audits, compliance reviews, and client specific initiatives.
- Participate in project launches, process transitions, and change management activities.
Required Qualifications
- Bachelor's degree in Business Administration, Human Resources, Education, or a related field.
- Train the Trainer certification is highly preferred.
- Additional certifications in Learning & Development or Customer Experience are advantageous.
- Minimum 3–5 years of Contact Center Training experience.
- Mandatory experience supporting a UAE Government Contact Center account.
- Proven experience delivering training for customer service, call center operations, and government service environments.
- Strong understanding of UAE government customer experience frameworks and service excellence standards.
- Experience working with multilingual and culturally diverse teams.
Required Skills
- Excellent facilitation and presentation skills.
- Strong communication skills in English; Arabic is highly preferred.
- Expertise in adult learning methodologies and instructional design.
- Strong coaching and mentoring capabilities.
- Advanced knowledge of contact center KPIs, including CSAT, FCR, AHT, SL, Quality Assurance Scores, Customer Experience Metrics.
- Proficiency in Microsoft Office Suite and Learning Management Systems (LMS).
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