Trainer

Hungerstation is seeking a dedicated Trainer to design and develop comprehensive training programs tailored to the specific needs of our internal culture, addressing both in-house and BPO staff. This role involves collaborating with subject matter experts to ensure training programs cover critical topics such as product knowledge, customer service techniques, and problem-resolution skills. The Trainer will also be responsible for regularly reviewing and updating training materials to reflect the latest industry trends and advancements.

Responsibilities

• Deliver an engaging induction program for new customer care agents to ensure a dynamic onboarding experience.
• Introduce modern training methods, such as e-learning modules and gamification, to enhance the induction process.
• Conduct engaging training sessions on customer service skills, communication, and company policies for new hires and existing team leaders.
• Provide constructive feedback and coaching to agents to support their continuous development.
• Collaborate with cross-functional teams to design culture and engagement activities and recognition programs.
• Track and analyze performance data to identify trends and areas for improvement in customer satisfaction.
• Develop and deliver leadership training programs for call center team leaders, focusing on performance management and effective communication.
• Conduct post-training evaluations to assess the effectiveness of training programs and facilitate improvements.

Qualifications

• 1 - 2 years of relevant experience in a training role, preferably within a contact center environment.
• Proven experience as a Trainer or in a similar capacity.
• Strong understanding of COPC and CIPD / ATD standards and best practices.
• Excellent presentation, facilitation, and communication skills.
• Ability to develop and deliver engaging and interactive training sessions.
• Fluency in both written and spoken English and Arabic is a must.
• Bachelor’s degree in a relevant field is required.