Training Manager – Arabic Call Center (Emirati National)

• Develop deliver and manage training programs for new hires and existing call center staff
  
• Conduct training needs assessments and identify skill gaps across teams
  
• Create training materials manuals e-learning modules and performance support tools
  
• Facilitate onboarding soft skills product knowledge and customer service excellence sessions
  
• Monitor training effectiveness through assessments feedback and performance metrics
  
• Collaborate with operations quality and HR teams to align training with business goals
  
• Maintain updated training documentation and ensure content reflects current processes
  
• Support continuous improvement initiatives by recommending enhancements to training frameworks
  
• Coach and mentor agents and team leaders to reinforce learning and performance standards
  
• Ensure training delivery meets quality compliance and customer experience benchmarks
  

Skills & Competencies

• Strong facilitation and presentation skills in Arabic; English proficiency is an advantage
  
• Deep understanding of call center operations customer service standards and agent workflows
  
• Ability to design engaging training content and adapt delivery to different learning styles
  
• Strong communication interpersonal and coaching abilities
  
• Analytical mindset with the ability to evaluate training impact and performance trends
  
• Proficiency with MS Office LMS platforms and digital training tools
  
• High level of organization time management and attention to detail
  
• Ability to work collaboratively with cross-functional teams
  

• UAE National (Emirati) with a valid Family Book
  
• Diploma or Bachelors degree in Business Administration Education Communications Human Resources or a related field
  
• 45 years of experience as a trainer in an Arabic call center or customer service environment
  
• Experience developing training content and managing end-to-end training cycles
  
• Exposure to large organizations or outsourced service environments is preferred
  
  

• Competitive Salary: AED 12000 AED 15000 per month (based on experience qualifications and track record).
  

• NAFIS Benefits: Includes full salary support scheme enhanced pension and substantial allowances for professional development and certifications.
  

• Leadership Role: A key managerial position with direct impact on company performance and Emiratisation success.
  

• Career Growth: Clear pathway to Head of L&D or Senior Management roles within the organization.
  

• Professional Environment: Lead the training function in a world-class facility at Dubai Outsource City.