Training Analyst – Bilingual (Arabic and English) – KPO/BPO
Job Description
About GMG:
GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, food and health sectors. Its vision is to inspire people to win in ways that make the world better. Today, GMG's investments span across four key verticals: GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods. Under the ownership and management of the Baker family, it has become a leading global company, affiliated with the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands into its markets.
About the Role:
Increase Customer service Advisor's productivity by training them effectively:
. Accountable for achieving individual training performance metrics
Training of Advisors:
. Day-to-day functional direction of advisors within the program training environment, providing coaching and development feedback and readiness recommendations
. Support and partner with operations to the transition of advisors from training to the production environment, ensuring competency levels meet business needs
Conduct of Training Need analysis:
. Work with internal quality assurance team to conduct informal/formal training needs, assessments, identify training gaps and drive improvements to training curriculum
. Partner with individual departments to outline deliverables, expectations, and risks, to include specific training needs for staff
Training Delivery:
. Utilize effective presentation and facilitation skills including creative training techniques and accelerate learning techniques using a variety of training delivery modalities in a virtual classroom environment
. Modify teaching style to accommodate the many different learning techniques that may present in new hires and current employees.
Training Materials:
. Design, develop and manage training content for new hire training and staff
. Prepare and present training materials through virtual learning, hands-on demonstrations, and supporting activities
. Delivery, review, and maintenance of training programs or training curriculum required for the development of product knowledge, process awareness, system expertise, and call handling skills to ensure that training needs of the organization are met.
. Recommend curriculum modifications of training Manager/supervisor based on internal customer feedback and /or training needs analysis.
Job Details
Employment Types:
Full time
Industry:
Retailing
Function:
IT
Roles:
Customer Service Executive (Voice)
Skills:
Training Analyst – Bilingual (Arabic and English) – KPO/BPO
