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Offshore - Shared Trainer

1 open position

Grade: 7

Eligible Applicants:

  • Passed 9 months in their last account/project.
  • No Active Misconducts.
  • Top Quartile in the last 3 months of their KPIs.
  • Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

English Profile: B2 up to C1

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 of 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 the 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.
--Raya CX WL--
RCX / Support Function & Control / Operational Training

Shared Trainer Executive (Mitsubishi, Chrysler , Auto Mobility and Avatar)

1 open position

Location: Across Sites

Grade: 7

Eligible Applicants:

  • Passed 9 months in their last account/project.
  • No Active Misconducts.
  • Top Quartile in the last 3 months of their KPIs.
  • Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

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 of 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 the 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.
--Raya CX WL--
RCX / Support Function & Control / Operational Training

Trainer Executive PHD - CBE 23-March-2025

1 open position
--Raya CX WL--
RCX / Support Function & Control / Operational Training

Offshore Training Manager

1 open position

GRADE: 12 

BAND: Line Managers 

DEPARTMENT: Supporting Functions 

SUB-FUNCTION: Operational Training 

LINE OF BUSINESS: Raya Customer Experience 

REPORTING TO: Decision Support & Operational Training Sr Manager 


KEY RESPONSIBILITIES 

• Responsible for the continuous development of operational training strategies, processes and methods in alignment with the organization strategic goals. 

• Identifying current and future training needs and drive suitable initiatives that fulfill organizational needs. 

• Conducts needs analysis studies and confers with managers and supervisors to determine training needs. 

• Compiles data and analyzes past and current year training requirements to prepare and justify budgets requested. 

• Formulates training policies, programs, and schedules, based on knowledge of identified training needs, company production processes, business systems, or changes in products, procedures, or services. 

• Ensures full adherence to COPC training approaches and requirements, including meeting the training metrics target. 

• Develops and monitors spending against departmental budget. 

• Conducts follow-up studies of all training programs to evaluate and measure results 

• Identify training gaps and work on closing all gaps. 

• Monitor and evaluate training program’s effectiveness, success and periodically report and communicate with team members, trainers and management to ensure all needs are met. 

• Oversee all the activities of own team to ensure high performance levels and efficient implementation. 

• Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans. 

• Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives.  


INTERPERSONAL SKILLS:  Forward Thinking - Business Acumen - Internal & External Networking - Team Empowerment & Development - Customer Centricity.

TECHNICAL SKILLS:  Communication skill - Negotiation Skill – Relations Management

--Raya CX WL--
RCX / Support Function & Control / Operational Training

McDonald's Egypt "Trainer Executive"

1 open position

Location: Down Town

Grade: 7

English Level: A2

Eligible Applicants:

  • Passed 9 months in their last account/project.
  • No Active Misconducts.
  • Top Quartile in the last 3 months of their KPIs.
  • Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

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 of 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 the 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.
--Raya CX WL--
RCX / Support Function & Control / Operational Training

""Shared Trainer""

unpublished
5 open positions

Location: Across Sites

Grade: 7

Eligible Applicants:

  • Passed 9 months in their last account/project.
  • No Active Misconducts.
  • Top Quartile in the last 3 months of their KPIs.
  • Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continuous Learning - Results Orientated - Presentation skills

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 of 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 the 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.
--Raya CX WL--
RCX / Support Function & Control / Operational Training

Orange Co-Trainer Task

unpublished
4 open positions

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Operational Training 

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: 

Nature of Impact: 

  • Carrying out training needs analysis to identify the level of people's knowledge
  • Design course materials and other documents such as handouts, manuals, and exercises 
  • Organizes courses to meet the needs of learners and the demands of business 
  • Evaluates the effectiveness of the training and course outcomes 
  • Liaises with external course providers to be updated with the 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 
  • Evaluate agents' responsiveness to training and development.
  • Logs in for a 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 the calibration process. 
  • Login specific hours. 
  • Performs other related duties


--Raya CX WL--
RCX / Support Function & Control / Operational Training

Shared Trainer Executive MTZ

unpublished
3 open positions

Location: Motamyez

Grade: 7

Eligible Applicants:

  • Passed 9 months in their last account/project.
  • No Active Misconducts.
  • Top Quartile in the last 3 months of their KPIs.
  • Achieved quality Figures for their Accounts in the last 3 months.

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and taking initiative - Customer Centricity - Continous Learning - Results Orientated - Presentation skills

Language: English level B2

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 of 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 the 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.

 

--Raya CX WL--
RCX / Support Function & Control / Operational Training

Co-Trainer - El Abd Patisserie

unpublished
2 open positions

Executive (Operational Training) - Task

Grade: 6

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 an issue in a logical and consistent manner     

--Raya CX WL--
RCX / Support Function & Control / Operational Training

Nissan Co-Trainer

unpublished
2 open positions

Title: Executive (Operational Training)- Task 

Grade: 6 

Department / Sub Department: Operational Training 

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: 

Nature of Impact: 

  • Carrying out training needs analysis to identify the level of people's knowledge
  • Design course materials and other documents such as handouts, manuals, and exercises 
  • Organizes courses to meet the needs of learners and the demands of business 
  • Evaluates the effectiveness of the training and course outcomes 
  • Liaises with external course providers to be updated with the 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 
  • Evaluate agents' responsiveness to training and development.
  • Logs in for a 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 the calibration process. 
  • Login specific hours. 
  • Performs other related duties


--Raya CX WL--
RCX / Support Function & Control / Operational Training

Al Borg Training Executive

unpublished
1 open position

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 

--Raya CX WL--
RCX / Support Function & Control / Operational Training

Instructional Designer Lead (Operational Training)

unpublished
1 open position
--Raya CX WL--
RCX / Support Function & Control / Operational Training
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