Cupola Teleservices Hiring for Contact Center Trainer Job at Dubai Full Time

• Plans, conducts, coordinates and implements comprehensive training programs for staff in line with Dubai Model standards. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

• Prepares representatives by conducting orientation to contact center processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.
• Determines training needs by observing touchpoints encounters; studying quality, technical, service and customer experience results reports; conferring with management.
• Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.

Cupola Academy:
o Development of training kits based on recent industry updates and Dubai Model standards.
o Designing a training structure and developing curriculum to each material / module.
o Translating all training contents into Arabic (i.e. training materials, reports, and profile presentation).
o Developing and capturing training needs and discussing how to report and present.
o A key player at ensuring an implementation of a sustainable business model and developing strategic promotional campaigns to ensure business continuity and growth.
o Supports training financial objectives by recommending budget items; controlling costs.

• Conducts all relevant contact center trainings at all levels based on a Training Plan:

o Bi-weekly soft skills training to new hires.
o Monthly evaluation to new hires at several company campaigns.
o Monthly external trainings (onsite) according to clients’ identified training needs.
o Quarterly trainings based on training needs analysis.
o Quarterly/Semester training to leadership teams according to clients’ and DTMC requirements.

• Engages in all sales and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
• Thorough understanding of competition within industry, and new market development and launches.
• Performs all other duties as required.

Job Type: Full-time

Salary: AED4,500.00 – AED5,000.00 per month

Education:

• Bachelor’s (Preferred)

Experience:

• Contact center: 3 years (Preferred)
• Training: 1 year (Preferred)

Language:

• Arabic and English (Preferred)