Operational Trainer

5 days ago

Cairo, Cairo, Egypt Xceed Full time 25,000 - 60,000 per year

designing and delivering training programs for new and existing staff, creating educational materials, and assessing performance to improve customer service
. Key duties involve developing training content (like lesson plans and presentations), conducting interactive sessions, identifying skill gaps, providing one-on-one coaching, and evaluating the effectiveness of training programs through feedback and performance metrics. 

Responsibilities

Develop training programs:
 Create and update training curricula, materials, and courses for both new hires and existing employees. This includes everything from product knowledge to soft skills like communication and conflict resolution.

Conduct training sessions:
 Lead engaging training sessions, which can be classroom-style, virtual, or one-on-one, using various methods like role-playing and hands-on activities.

Assess performance:
 Evaluate employee performance through assessments and feedback, identifying skill gaps and areas for improvement.

Provide coaching and support:
 Offer ongoing coaching, mentorship, and constructive feedback to help representatives enhance their skills and meet performance goals.

Analyze and improve programs:
 Monitor training effectiveness using metrics and feedback, and make necessary adjustments to improve the training content and delivery.

Collaborate with management:

Work with call center managers and quality assurance teams to align training with business objectives and identify training needs. 

Qualifications

Call center - cst service agent for any travel account.

Experience with GDS systems

Experience as a trainer, co-trainer, act as .. or any similar position related to call center industry.

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