Team Leader - Contact Center Full-time Job

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 of agents from training to 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 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 Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis

Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

Candidate Profile

Bachelor's Degree in 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 deliverable

Self-starter, sense of urgency, and works well under pressure

Strong attention to detail

Sense of professionalism and ability to develop good relationships

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