Corporate Trainer

We are seeking an experienced Contact Center Trainer to join our team and support a prestigious UAE Government Account. The ideal candidate will have proven experience delivering training within a UAE-based government contact center environment, with a strong understanding of government service standards, customer experience excellence, and performance management. The role is responsible for designing, developing, delivering, and evaluating training programs that enhance employee performance and ensure exceptional customer service delivery.Key Responsibilities:Training DeliveryConduct new hire onboarding, induction, and certification programs.Deliver training on government services, policies, processes, systems, and customer service standards.Facilitate classroom, virtual, and on-the-job training sessions.Conduct refresher, upskilling, and remedial training programs based on business needs.Learning & DevelopmentDesign and update training materials, facilitator guides, assessments, and learning resources.Develop engaging learning solutions that support operational objectives and service excellence.Ensure training content remains aligned with process updates and government requirements.Performance ImprovementAnalyze quality scores, customer feedback, CSAT, and operational KPIs to identify skill gaps.Work closely with Operations and Quality teams to develop targeted improvement plans.Provide coaching and performance support to employees and team leaders.Stakeholder ManagementPartner with Operations Managers, Team Leaders, Quality Teams, and Client Stakeholders to identify training needs.Support audits, compliance reviews, and client-specific initiatives.Participate in project launches, process transitions, and change management activities.Reporting & EvaluationMeasure training effectiveness through assessments, performance tracking, and post-training evaluations.Maintain accurate training records and certification documentation.Prepare regular training reports and recommendations for continuous improvement.Required QualificationsBachelor's degree in Business Administration, Human Resources, Education, or a related field.Train-the-Trainer certification is highly preferred.Additional certifications in Learning & Development or Customer Experience are advantageous.Required ExperienceMinimum 3–5 years of Contact Center Training experience.Proven experience delivering training for customer service, call center operations, and government service environments.Strong understanding of UAE government customer experience frameworks and service excellence standards.Experience working with multilingual and culturally diverse teams.Required SkillsExcellent facilitation and presentation skills.Strong communication skills in English; Arabic is highly preferred.Expertise in adult learning methodologies and instructional design.Strong coaching and mentoring capabilities.Advanced knowledge of contact center KPIs, including:Customer Satisfaction (CSAT)First Call Resolution (FCR)Average Handling Time (AHT)Service Level (SL)Quality Assurance ScoresCustomer Experience MetricsProficiency in Microsoft Office Suite and Learning Management Systems (LMS).Preferred Candidate ProfileThe ideal candidate:Understands government service delivery standards and citizen/customer experience expectations.Demonstrates strong stakeholder management abilities and professionalism when dealing with government entities.Has a track record of improving agent performance, quality scores, and customer satisfaction through effective training interventions.Is fluent in English; Arabic language proficiency is a must.Key Performance Indicators (KPIs)New Hire Certification RateTraining Effectiveness ScoreEmployee Performance ImprovementQuality Score ImprovementCSAT ImprovementTraining Completion & Compliance RateStakeholder SatisfactionLanguage Requirement: English (Required), Arabic (Required).