Training Executive - 1441

Training Executive-WHAT YOU WILL DOThe Training executive - is responsible for training of the Contact Centre Agents/ Executives by conducting sessions across all the channels supported (call/ email / chat/social media etc.). This is for both new hire & refresher training.The Training Executive has no direct report. Work closely internally within the department with Team Leader, QA Lead, and other departments within organization.WHAT YOU WILL BE RESPONSIBLE FOR•Assist new joiners with on boarding and, raise /coordinate relevant access to all required systems.•Prepare/Update training material for new joiners/ senior agents.•Build training programs and plans new joiners/ senior agents.•Schedule and conduct training/refresher sessions by creating training programs and plans.•Prepare training schedule for new joiners & assist the new joiners during the OJT period.•Provide feedback and assistance during training period.•Certifying new agent's readiness to go-live on the floor.•Prepare and update trackers for future references.•Cross skill agents with other LOBs•Prepare assessment questions.•Identify training needs by evaluating strengths and weaknesses.•Check agents progress after training sessions.•Minimum bachelor's degree in education, Training, HR or related field•Minimum 3-4 years of training experience in a Soft Skill driven environment (Any relevant certification is a plus)•Good English language skills required. (Arabic language skills preferred)•Excellent communication skills both written (Email/Chat) and verbal (Voice)•Good problem solving, probing, and influencing skills.•Strong customer service skills and the passion to motivate others.•Proficiency in MS Office and presentation skills. Attention to key detail.•Comfortable to work within an agile team.•Excellent active listening and organizing skills.•Ability to build rapport with diverse and differently motivated individuals, groups, and departments.•Strong interpersonal skills including the ability to provide constructive feedback & coaching in a manner that results in improved performance.

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