Training Manager

Overview

Training Design & Delivery

• Conduct training needs analysis across teams and functions.
• Develop training content, modules, assessments, and job aids.
• Deliver instructor led training (virtual and in person) and manage e-learning programs.
• Stay updated with industry standard best practices to keep content relevant.
• Collaborate with centralized Learning & Development team
• Build and deliver training plans for 1st and 2nd level managers
• Run people development programs for succession planning and individual growth

Onboarding & Accreditation

• Design and manage structured onboarding programs for new hires.
• Ensure operational readiness through assessments, certification programs, and proficiency checks.
• Coordinate Operations for smooth transition of new agents to production floors.

Knowledge Management

• Maintain and continuously update knowledge bases, playbooks, SOPs, and process guides.
• Ensure documentation accuracy in collaboration with process and product teams.

Performance & Quality Enablement

• Review QA insights, call audits, and coaching reports to identify skill gaps.
• Develop targeted training interventions to address recurring quality issues.
• Analyze training effectiveness through post training evaluations, assessments, and KPI improvements.

Reporting & Governance

• Publish weekly and monthly dashboards covering training hours, completion rates, certifications, and program effectiveness.
• Ensure compliance with internal policies, audit requirements, and training governance standards.

People Management

• Drive the training adoption by setting objectives, monitoring performance, and developing career paths.
• Conduct regular knowledge sharing sessions and train the trainer programs.
• Foster a culture of learning, innovation, and continuous improvement.

Education and Qualifications

• Bachelor’s degree in Business Administration, Hospitality, Human Resources, Education, or a related field.
• Certification in contact‑center systems, customer experience, or quality frameworks is desirable.
• Strong understanding of adult learning principles, training methodologies, and modern L&D practices.
• Years of Experience
• 5–7 years of progressive experience in Training, Learning & Development, Contact Center Operations, or Quality Management
• Demonstrated experience leading and developing high‑performing training teams.
• Solid background in contact centers, customer service environments, or BPO operations (highly preferred).
• Proven track record in delivering large‑scale onboarding programs, capability‑building initiatives, and performance improvement interventions.

Knowledge, Languages and Skills

• Strong understanding of contact‑center operations, KPIs (CSAT, QA, FCR, SL/AL), and performance enablers.
• Knowledge of QA processes, coaching methodologies, and workforce performance linkages.

• English: Fluent (required)

• Arabic: Advantageous
• Strong facilitation, presentation, and communication skills.
• Instructional design and curriculum‑development capability.
• Analytical skills with the ability to interpret QA, WFM, and operational data to identify skill gaps.
• Project management and stakeholder‑coordination skills.
• High proficiency in MS Office and digital collaboration tools.