Grade: 6
Department / Sub Department: Operational Training
Line of Business: Contact Center
Reporting To: Operational Senior Executive
Job Purpose:
Designs and delivers training courses in for employees working in the Call Center Operations aiming at leveraging their skills and improving their performance.
Key Responsibilities:
- Carrying out training needs analysis to identify the level of people's knowledge
- Designs course materials and other documents such as handouts, manuals and exercises
- Organizes courses to meet the needs of learners and demands of business
- Evaluates the effectiveness of the training and course outcomes
- Liaises with external course providers to be updated with latest Training techniques & program
- Abides to COPC approaches and requirements
- Leverage function performance to meet training metrics targets.
- Communicates regularly with Operations to tailor and deliver refreshment sessions based on quality reports presented.
- Provides pre-operational feedback to HR and OP on new agents and their fitness for performing duties required in their respective projects
- Evaluates agents' responsiveness to training and development.
- Logs in for minimum of 3 hours per quarter in his/her respective projects.
- Ensures training evaluation form is used by Trainees.
- Acts as a Reference for calibration sessions.
- Acts as a gauge for TL and QA monitoring process and accordingly monitors them side by side to assure they are adhering to calibration process.
- Login specific hours.
- Performs other related duties
Required skills, expertise & Knowledge:
Functional Level:
- High Sense of quality and precision in fulfilling duties and tasks
- Striving to improve quality of Training through operational performance
- Excellent knowledge of all company applications
Business Level:
- Ability to understand specific Client requirement in relation to projects training needs
- Commitment to ensure client and end user satisfaction through communicated results
Interpersonal Level:
- Effective Communication Skills
- Have a proper level of emotional intelligence
- Excellent Presentation skills
- Problem Solving:
- Analytical Skills
- Ability to spot problems
- Use analysis for better understanding
- Ability to map out issue in a logical and consistent manner
Educational Background:
Bachelor Degree
Previous training in:
- Train the Trainer
- Advanced Customer Service
- Advanced Interaction Skills
Professional Experience:
0-2 years of Work Experience (Preferably in the Call Center industry)
Language Skills:
Arabic – English – Another language (added plus)
As an employee of our company, you will collaborate with each department
to create and deploy disruptive products. Come work at a growing company
that offers great benefits with opportunities to moving forward and learn
alongside accomplished leaders. We're seeking an experienced and outstanding
member of staff.
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
