Contact Center Training Manager - Holool Aloula

Planning and Analysis

• To analyze the operational training requirement for new and current Processes
• To work with the client and transition teams to plan Process training rollout for migrations

Training design and development

• Designs Develops and Delivers Soft Skills and Process Training programs to the customer service associates
• To adapt customer training materials for local delivery
• To design and develop additional Process training materials based on training needs analysis and customer requirement

Training delivery

• To deliver Process training Programs
• To assess certify and report on learner performance

Training Maintenance and Quality control

• Monitor calls made by agents on a regular basis to identify and rectify performance gaps & Gives one on one feedback to the Agents / TLs based on the research done through monitoring
• Prepares and circulates weekly reports on gaps identified during call monitoring and steps taken to close such gaps
• Maintains records of training activities monitors the effectiveness of training programs and follows up on pre and post training evaluations .

Performance Objectives :

• Training effectiveness
• 100% completion of session records to departmental standards.

Other key management attributes & Key Performance Indicators (KPIs) as agreed