Training Specialist

• Design and develop comprehensive training programs tailored to the specific needs, aligned with Hungerstation internal culture, addressing in-house and BPO staff.

• Incorporate COPC and CIPD best practices and industry standards into training materials and content.

• Collaborate with subject matter experts to ensure training programs cover all relevant topics, including product knowledge, customer service techniques, and problem-resolution skills.

• Regularly review and update training materials to reflect the latest industry trends and advancements.

• Deliver induction program to create a dynamic and engaging onboarding experience for new customer care agents.

• Introduce interactive and modern training methods, such as e-learning modules, virtual simulations, and gamification, to enhance the induction process.

• Ensure that the induction program effectively communicates Hungerstation's values, mission, and customer-centric approach.

• Conduct engaging training sessions for new hires and existing team leaders and agents, utilizing a variety of training techniques and methodologies.

• Deliver training sessions on topics such as customer service skills, communication, product knowledge and company policies.

• Foster a positive and inclusive learning environment that encourages active participation and knowledge sharing among trainees.

• Provide constructive feedback and coaching to agents to support their continuous development and improvement.

• Collaborate with cross-functional teams to design and execute culture and engagement activities, recognition programs, and employee appreciation events.

• Collaborate with the Quality Assurance (QA) team to develop performance evaluation criteria and metrics aligned with COPC standards.

• Assist in monitoring and assessing individual agent performance through regular performance evaluations and coaching sessions.

• Identify performance gaps and training needs, and develop targeted training interventions to address them.

• Track and analyze performance data to identify trends, areas of improvement, and opportunities for enhancing customer satisfaction.

• Develop and deliver training programs on leadership skills, coaching, performance management, and effective communication for call center team leaders.

• Empower team leaders with training on call center metrics, KPIs, and performance targets to drive team performance and achieve operational goals.

• Foster a culture of continuous improvement by training team leaders on quality assurance, monitoring, and providing feedback for performance enhancement.

• Train team leaders in conducting effective team meetings, delivering constructive feedback, and recognizing outstanding performance to support and motivate teams.

• Collaborate with Operations to optimize call center operations, reduce call handling time, and enhance first-call resolution.

• Conduct post-training evaluations to assess the effectiveness of training programs and gather feedback from trainees.

• Analyze training evaluation data and make recommendations for improvements and modifications to training content and methods.

• Support the professional development of internal trainers (tutors), ensuring they have the necessary resources and skills to deliver effective training programs.

Qualifications

• 1 - 2 years of relevant experience.

• Proven experience as a Trainer or in a similar training role, preferably within a contact center environment.

• Knowledge of COPC and CIPD / ATD standards and best practices.

• Strong understanding of the Saudi market and cultural nuances.

• Familiarity with modern training methodologies, e-learning platforms, and instructional design principles.

• Excellent presentation, facilitation, and communication skills.

• Ability to develop and deliver engaging and interactive training sessions.

• Basic analytical skills to assess training needs, evaluate performance data, and identify areas for improvement.

• Passion for learning and staying updated with industry trends and advancements.

• Ability to work effectively in a fast-paced, dynamic environment.

• Fluency in both written and spoken English and Arabic is a must.

• Bachelor's degree in a relevant field is required.