Dubai
Company Info
Large organization
200 + Employees
Tabby
Table of Contents
Job Position – Soft Skills Trainer – Customer Service
Job Details Here
Position rationale:
We are looking for an organized and experienced trainer to join our organization. The trainer will be responsible for evaluating our needs and current practices and creating and delivering a training development plan complete with materials, tutorials instructions, and learning resources such as online modules and guides especially among the Customer Service and operations departments.
The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The trainer will also be responsible for researching and selecting the best platform to deliver and utilize training materials.
Responsibilities:
- Expertise in GCC market related soft skills
- Training should include a certification test at the end with a passing score for every agent.
- Training should address the four types of communication.
- Training should include shadowing activities.
- Create and develop training material for new knowledge.
- Periodically perform TNA.
- Develop a schedule to assess training needs.
- Conduct employee surveys and interviews.
- Consult with other trainers, managers, and leadership.
- Track and compile collected data.
- Conceptualize training materials based on data and research.
- Communicate training needs and online resources.
- Create training strategies, initiatives, and materials.
- Contact and utilize outside vendors and resources for instructional technology.
- Test and review created materials.
- Maintain a database of all training materials.
- Instruct employee training and onboarding.
- Conduct training through new materials.
- Review employee performance and learning.
- Coordinate and monitor enrollment, schedules, costs, and equipment.
Requirements
- Bachelor’s degree in education, business, human resources, information technology, or related field.
- Two (2) years’ previous experience as a trainer, corporate training specialist, or related position.
- Previous experience dealing with Gulf customers is a big plus.
- Very good command of English.
- Very good presentation skills.
- Solid experience of creating material from scratch.
- TOT Certificate holder is a MUST.
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software.
- Experience with technologies and best practices for instructional manuals and teaching platforms.
- Good interpersonal skills and communication
- Organized and able to create multiple timelines, budgets, and schedules.
- Able to multitask, prioritize, and manage time efficiently.
- Excellent leadership, team building, and management skills.
- Encouraging to team and staff; able to mentor and lead.
- Excellent verbal and written communication skills.
- Able to analyze problems and strategize for better solutions.
- Previous experience in the Call Center industry supporting the gulf area is a big plus.
What you can expect
- A competitive salary dependent upon your experience
- We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
- A working environment that gives you autonomy and responsibility from day one
- You should be comfortable with the idea that the quality of your work will influence the shape of your career
- Flexible vacation policy
We are passionate about creating an equitable, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).
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