Prior experience in training or quality management in contact center.
Ability to lead a full training cycle.
Knowledge of various training and teaching methods.
Good knowledge of talent management and succession planning methods.
Excellent decision making and organizational skills.
Strong Analytical Skills.
A sense of ownership and pride in your performance and its impact on the company’s success.
Critical thinker and problem-solving skills.
Good time-management skills.
Great interpersonal and communication skills.
Experience working with Call Recording Applications
Collaborate with management to identify company training needs.
Oversee and direct seminars, workshops, individual training sessions, and lectures.
Evaluate employees' skills and performance quality.
Train and guide new employees.
Identify areas in employees' skills that require improvement.
Organize training sessions specific to various roles in the company.
Ensure that new staff members receive appropriate introductory training.
Prepare all instructional materials.
Plan annual refresher courses for all staff members.
Develop monitoring systems to ensure that all employees are performing job responsibilities according to training.