GRADE: 7
BAND: Senior Professionals & Professionals
DEPARTMENT:
Operational Supporting Functions
LINE OF BUSINESS:
Raya Customer Experience
REPORTING TO:
Specialist
KEY RESPONSIBILITIES:
• Deliver Training for assigned staff (new batches – verification & refreshment sessions – recalibration sessions)
with the agreed benchmarks and due dates.
• Oversee the performance of the assigned trainer’s team ensuring adherence to training plan/agenda.
• Work on the continuous improvement for the training materials, documents and handouts.
• Abides to COPC approaches and requirements.
• Provides pre operational feedback to HR and OP on new agents and their fitness for performing duties
required.
• Evaluate agent’s responsiveness to training and responsible for their training
• Carrying out the responsibility of achieving all training performance targets (End to End – Certifications on
time – Calibration – Verifications and Quality of training)
• Do all verification practices required and related to knowledge verification (Login – Calibration – Test)
• Ensuring that the attendance sheets for both soft skills and product knowledge, and are updated on time as
per the due dates delivered by the training supervisors
• Responsible for the headcount salary confirmation for newly hired and internally transferred trainees.
INTERPERSONAL SKILLS:
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning -
Customer Centricity
TECHNICAL SKILLS:
Analytical – Computer – Negotiation
LANGUAGE SKILLS:
Arabic:
Proficient
English:
Proficient
