Corporate Trainer

Overview

Contact Center Trainer

Uae Government Account

Training Delivery

• Conduct new hire onboarding, induction, and certification programs.
• Deliver training on government services, policies, processes, systems, and customer service standards.
• Facilitate classroom, virtual, and on-the-job training sessions.
• Conduct refresher, upskilling, and remedial training programs based on business needs.

Learning & Development

• Design and update training materials, facilitator guides, assessments, and learning resources.
• Develop engaging learning solutions that support operational objectives and service excellence.
• Ensure training content remains aligned with process updates and government requirements.

Performance Improvement

• Analyze quality scores, customer feedback, CSAT, and operational KPIs to identify skill gaps.
• Work closely with Operations and Quality teams to develop targeted improvement plans.
• Provide coaching and performance support to employees and team leaders.

Stakeholder Management

• Partner with Operations Managers, Team Leaders, Quality Teams, and Client Stakeholders to identify training needs.
• Support audits, compliance reviews, and client-specific initiatives.
• Participate in project launches, process transitions, and change management activities.

Reporting & Evaluation

• Measure training effectiveness through assessments, performance tracking, and post-training evaluations.
• Maintain accurate training records and certification documentation.
• Prepare regular training reports and recommendations for continuous improvement.

Required Qualifications

• Bachelor's degree in Business Administration, Human Resources, Education, or a related field.
• Train-the-Trainer certification is highly preferred.
• Additional certifications in Learning & Development or Customer Experience are advantageous.

Required Experience

• **Minimum 3–5 years of Contact Center Training experience.**
• **Mandatory experience supporting a UAE Government Contact Center account.**
• Proven experience delivering training for customer service, call center operations, and government service environments.
• Strong understanding of UAE government customer experience frameworks and service excellence standards.
• Experience working with multilingual and culturally diverse teams.

Required Skills

• Excellent facilitation and presentation skills.
• Strong communication skills in English; Arabic is highly preferred.
• Expertise in adult learning methodologies and instructional design.
• Strong coaching and mentoring capabilities.
• Advanced knowledge of contact center KPIs, including:

• Customer Experience Metrics

• Proficiency in Microsoft Office Suite and Learning Management Systems (LMS).

Preferred Candidate Profile

• The ideal candidate:
• Has direct experience working on a

Uae Government Contact Center Account

• .
• Understands government service delivery standards and citizen/customer experience expectations.
• Demonstrates strong stakeholder management abilities and professionalism when dealing with government entities.
• Has a track record of improving agent performance, quality scores, and customer satisfaction through effective training interventions.
• Is fluent in English;
• Arabic language proficiency is a must.

• Quality Score Improvement

• CSAT Improvement

• Training Completion & Compliance Rate

• Stakeholder Satisfaction

Experience Requirement

Language Requirement