Training Lead
Tabby
- United Arab Emirates
- Permanent
- Full-time
- Conduct training sessions, workshops, and train-the-trainer programs to ensure consistency and effectiveness of training across the organization.
- Lead, teach, onboard and evaluate new trainers
- Make other trainers' schedules
- Build quarterly and annual training programs for all LOBs (Frontline, Partner Support, Priority Teams)
- Implement training KPIs
- Prepare and present reports on training program KIPs
- Create training materials, such as manuals and job aids, to support the delivery of training programs.
- Monitor, evaluate, and provide feedback on the quality of customer interactions through various channels, including phone calls, emails, and live chat.
- Analyze customer feedback and quality data to identify opportunities for improvement in customer service delivery.
- Collaborate with operations, to identify training needs and develop training solutions that align with organizational goals.
- Bachelor's degree in a relevant field.
- Understanding of customer service principles, best practices
- Minimum five years Experience in Customer Service as a Trainer
- Minimum two years of team management experience (managed other trainers)
- Ability to deliver effective training programs, including creating training materials and presentations
- Communication, coaching, and interpersonal skills
- Analytical and problem-solving skills to identify trends and areas for improvement
- Strong understanding of adult learning principles and facilitation skills
- Conducting Train the Trainers for the training team and certifying the trainers
- Proficiency in Microsoft Office Suite and learning management systems.
- Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems) is desirable.
- Certification in customer service training or related soft skills
- We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
- A working environment that gives you autonomy and responsibility from day one.
- You should be comfortable with the idea that the quality of your work will influence the shape of your career.
- Participation in the company's employee stock options program.
- Health Insurance