The Training Manager will lead the design delivery and continuous improvement of training programs for Arabic-speaking call center teams. This role ensures that agents are equipped with the skills knowledge and service mindset required to deliver exceptional customer experiences. The ideal candidate is an Emirati national with strong facilitation skills deep understanding of call center operations and proven experience developing training content.
Key Roles & Responsibilities
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
Requirements
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
Education & Professional Requirements
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
Benefits
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.
The Training Manager will lead the design delivery and continuous improvement of training programs for Arabic-speaking call center teams. This role ensures that agents are equipped with the skills knowledge and service mindset required to deliver exceptional customer experiences. The ideal candidate...
The Training Manager will lead the design delivery and continuous improvement of training programs for Arabic-speaking call center teams. This role ensures that agents are equipped with the skills knowledge and service mindset required to deliver exceptional customer experiences. The ideal candidate is an Emirati national with strong facilitation skills deep understanding of call center operations and proven experience developing training content.
Key Roles & Responsibilities
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
Requirements
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
Education & Professional Requirements
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
Benefits
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.
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