15 Oct
Minacs
Dubai
Job Title: Trainer - Contact Center (Bilingual - English/Arabic)
Job Description
The Trainer I is responsible for delivering client-focused training to address the new hire, product update, and recursive training requirements of Concentrix in support of client programs to ensure superior workforce preparation with best-in-class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), providing mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.
Essential Functions/Core Responsibilities
- Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback, and readiness recommendations.
- Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
- Prepare and present training materials through classroom learning, hands-on demonstrations, and supporting activities.
- Accountable for achieving individual training performance metrics.
- Support and partner with Operations to transition agents from training to the production environment, ensuring competency levels meet business needs (where required).
- Maintain relevant product knowledge for each account by taking calls, attending client and cross-functional meetings (as needed), and side-by-side observations.
- Ensure effective, consistent communication with managers, peers,
and other resource groups, including day-to-day informal interaction with clients.
- May support the Instructional Design team in designing and developing training materials for various instructional delivery methods including computer-based training, interactive classroom training, and written job aids.
- Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
- Recommend curriculum modifications to the Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis.
- Participate and contribute to a continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.
Candidate Profile
- Bachelor's Degree in a related field from a four-year college or university with two to four years of relevant experience preferred.
- A bilingual English (B2+ level) and native Arabic speaker.
- Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.).
- Strong communication skills, both written and verbal.
- Proficient in Microsoft Office.
- Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
- Self-starter, sense of urgency, and works well under pressure.
- Strong attention to detail.
- Sense of professionalism and ability to develop good relationships.
Career Framework Role
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.
Analyzes possible solutions using standard procedures and principles.
Builds knowledge of the organization, processes, and customers. Solves a range of straightforward problems.
Receives a moderate level of guidance and direction.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Concentrix is an equal opportunity employer.
Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status, or any other legally protected characteristic.
Location: ARE Dubai - Property# BCB2 515, Dubai CommerCity
Language Requirements:
Time Type:
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▶️ Trainer - Contact Center ( Bilingual - English/ Arabic )
🖊️ Minacs
📍 Dubai