Training Team Lead

4 days ago

El Sheikh Zaid Al Jizah, Egypt IntouchCX Full time

About the Job

IntouchCX is a global leader in customer experience and technology solutions based in Canada. The company has been in the market for over 20 years and has recently expanded its operations to Egypt, where it has been active for the past two years.

About the Role:

The Training Lead is responsible for overseeing, coordinating, and driving all training activities to ensure alignment with business objectives and client expectations. This role provides the quality, consistency, and effectiveness of training delivery while leading and developing the training team in accordance with Group policies.

Responsibilities:

Training Leadership & Execution:

Lead, plan, and oversee initial and ongoing training programs, ensuring all deliverables meet the standards and procedures established by the Training Department.

Supervise and coach trainers, providing guidance, performance feedback, and development plans to enhance the quality of training.

Ensure training readiness by validating content, tools, logistics, and resources prior to delivery.

Monitor training effectiveness through assessments, KPIs, and performance data, and implement corrective action plans when needed.

Act as the main point of contact between Operations, Quality, and Training to ensure alignment on performance gaps and business needs.

Training Design & Continuous Improvement:

Oversee the design, review, and continuous update of training materials and modules in accordance with the Training Department's charter and client requirements.

Analyze feedback from trainees, trainers, and stakeholders to identify improvement opportunities and implement best practices.

Ensure training content remains aligned with operational changes, process updates, and client expectations.

Prepare and present training reports, insights, and recommendations to management.

Qualifications:

Excellent command of the English language, with strong verbal and written communication skills.

Minimum of 1–2 years of experience in Training within a BPO environment, including experience in a leadership or senior training role.

Strong proficiency in MS Office tools.

Excellent communication, coaching, and stakeholder management skills.

Customer-focused mindset with strong analytical and problem-solving abilities.

Ability to lead, motivate, and develop high-performing training teams.

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