Cairo, Egypt

Trainer

 Job Description:

The Technical trainer will be responsible for the preparedness, facilitation, and evaluation of all new hire agents and analyst that will be supporting customers. Trainer will manage the training program in accordance with business needs and client requirements. Trainer will liaison with both domestic and international trainers and facilitators within the organization to ensure standardization and common strategy.

Responsibilities:

  • Preparation and delivery of designed training programs for new hire, continual education and remedial training of front-line analyst/agents and managerial staff.
  • Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training programs.
  • Apply training concepts to the improvement of analyst performance in the first 90 days.
  • Create training plans, training content, instructional materials and assessments.
  • Bring ideas to on design of changes in curriculum that will drive effectiveness of performance.
  • Handle training requirements for new business / client transitions and ensure a smooth knowledge transfer from client to agents.
  • Create, monitor and analyze reporting metrics to measure impact and progress of training activities and participants.
  • Identify unnecessary procedures that need to be modified to ensure uniformity in the process with focus on achieving client and the organizational requirements.
  • Ensures training compliance through the user of a Learning Management System.
  • Maintain technical knowledge by attending educational workshops, reviewing publications and keeping current on vendors technology.

Qualifications:

  • Bachelor's degree or higher preferred.
  • Minimum 7 years of work experience and 5 years of training experience.
  • Prior experience in delivering both process and organization developmental training, e.g., call/chat and customer handling skills.
  • The ability to assess and modify training programs to ensure business objectives are met.
  • Prior experience with cable or telecom providers is preferred.
  • Excellent written and verbal communication skills, as well as presentation and facilitation skills.
  • Strong presentation and facilitation skills along with the ability to present information in a clear and concise manner.
  • Prior work experience on LMS (learning management system); ability to create and execute modules.
  • Proficient with MS Excel, MS Word, MS Visio and MS PowerPoint.
  • Ability to travel to company and client locations within or outside US as needed.