The Training Manager is responsible for creating, implementing, and managing the full training lifecycle to ensure workforce capability, operational excellence, and continuous skill development across the contact center. This role oversees onboarding, recurrent training, performance improvement programs, at agent and all Management levels, and the alignment of learning initiatives with business goals. The Training Manager collaborates closely with Operations, Quality Assurance, Workforce Management, and Business Process teams to drive consistent service delivery and enhance customer experience. To own and drive staff engagement activities.
Training Design & Delivery
- Conduct training needs analysis across teams and functions.
- Develop training content, modules, assessments, and job aids.
- Deliver instructor led training (virtual and in person) and manage e-learning programs.
- Stay updated with industry standard best practices to keep content relevant.
- Collaborate with centralized Learning & Development team
- Build and deliver training plans for 1st and 2nd level managers
- Run people development programs for succession planning and individual growth
Onboarding & Accreditation
- Design and manage structured onboarding programs for new hires.
- Ensure operational readiness through assessments, certification programs, and proficiency checks.
- Coordinate Operations for smooth transition of new agents to production floors.
Knowledge Management
- Maintain and continuously update knowledge bases, playbooks, SOPs, and process guides.
- Ensure documentation accuracy in collaboration with process and product teams.
Performance & Quality Enablement
- Review QA insights, call audits, and coaching reports to identify skill gaps.
- Develop targeted training interventions to address recurring quality issues.
- Analyze training effectiveness through post training evaluations, assessments, and KPI improvements.
Reporting & Governance
- Publish weekly and monthly dashboards covering training hours, completion rates, certifications, and program effectiveness.
- Ensure compliance with internal policies, audit requirements, and training governance standards.
People Management
- Drive the training adoption by setting objectives, monitoring performance, and developing career paths.
- Conduct regular knowledge sharing sessions and train the trainer programs.
- Foster a culture of learning, innovation, and continuous improvement.
Education and Qualifications
- Bachelor's degree in Business Administration, Hospitality, Human Resources, Education, or a related field.
- Certification in contact‑center systems, customer experience, or quality frameworks is desirable.
- Strong understanding of adult learning principles, training methodologies, and modern L&D practices.
Years of Experience
- 5–7 years of progressive experience in Training, Learning & Development, Contact Center Operations, or Quality Management
- Demonstrated experience leading and developing high‑performing training teams.
- Solid background in contact centers, customer service environments, or BPO operations (highly preferred).
- Proven track record in delivering large‑scale onboarding programs, capability‑building initiatives, and performance improvement interventions.
Knowledge, Languages and Skills
- Strong understanding of contact‑center operations, KPIs (CSAT, QA, FCR, SL/AL), and performance enablers.
- Knowledge of QA processes, coaching methodologies, and workforce performance linkages.
- English: Fluent (required)
- Arabic: Advantageous
- Strong facilitation, presentation, and communication skills.
- Instructional design and curriculum‑development capability.
- Analytical skills with the ability to interpret QA, WFM, and operational data to identify skill gaps.
- Project management and stakeholder‑coordination skills.
- High proficiency in MS Office and digital collaboration tools.
