Call Center Training Officer

About This Role

Company Description

CsMena is a leading provider of communication management services and solutions based in Jordan, specializing in business process outsourcing and call center outsourcing. Since its establishment in 2018, CsMena has been delivering exceptional customer service across various channels, including email, chat, phone, web, and social media. Operating across the Middle East, Gulf Countries, and Europe, we serve a diverse clientele from industries such as e-commerce, healthcare, telecommunications, and hospitality. Our multilingual workforce and advanced training programs ensure top-tier service quality and client satisfaction. CsMena is proud to hold certifications such as COPC® 2000, ISO® 9001, and ISO® 27001, underscoring our commitment to quality and information security.

Role Description

This is a full-time, on-site role based in Riyadh for a Call Center Training Officer. The Call Center Training Officer will be responsible for designing, implementing, and evaluating training programs to enhance employee performance within the call center. Key responsibilities include identifying training needs, delivering engaging training sessions, monitoring trainee progress, and developing materials to improve operational efficiency. Collaboration with management and staff to ensure consistent understanding of business objectives and service standards is integral to this position.

Qualifications & Requirements

• Mandatory experience in Call Center Training, with proven responsibility for delivering customer service training within a BPO environment.
• Strong background in Training & Development and Employee Training, focused on improving agent performance and service quality.
• Excellent communication, presentation, and facilitation skills, with the ability to conduct effective classroom and virtual training sessions.
• Strong analytical and reporting skills to identify training needs, evaluate performance, and measure training effectiveness using KPIs and quality metrics.
• Solid knowledge of call center operations, customer service standards, and quality frameworks, preferably within food delivery or food service projects.
• Experience in developing, updating, and maintaining training materials, SOPs, scripts, and knowledge bases aligned with client requirements.
• Bachelor’s degree in Business Administration or any related field.
• Strong coaching and interpersonal skills, with the ability to motivate teams, drive results, and support operational excellence.
• Ability to work effectively in a fast-paced, high-volume contact center environment.