Voice Trainer Location: Dubai, UAE Job Description: •To train & enhance voice capabilities within all voice units •Use best industry practises to impart knowledge in the most effective way. •To ensure all targets on product & soft Skills metrics are achieved for all units. •Develop an annual training plan, budget, and comprehensive curriculum roadmap consistent with annual relationship management and new business development plans. Then, successfully execute it within a prescribed time frame. •Develop a combination of face-to-face, telephone, webinar, and on-demand “cloud-based” seminars based upon timeliness, subject matter, and the needs of program sponsors, contractors, and the bank’s sales and marketing team. Also, he/she will conduct some of these training seminars. •Develop internal/external training effectiveness metrics. •Then, analyze performance based upon these metrics and strive to continuously improve results. •Extensive Process/product training impacting Revenue through learning curve reduction •Create Product/Process learning paths, design assessments to measure effectiveness •Onsite training – Hands on experience, exposure to exception at customer site •On-going Learning Intervention – Refreshers, process •Put mechanisms to check disconnect between trainee, trainer and manager’s assessment of knowledge transfer with customer’s inputs •Regular TNA TNI to improve product process metrics •Impact CSAT through Product/Process Trainings & Intervention •Ensure regular Compliance & Audit in Training & deliverables •Manage Team KRA & ensure support to Units in their respective operating production hours. •Check progress on an on-going basis and take corrective action (if required) on process knowledge, technical skills, soft skills. Desired Profile: •Trainer development and certification •Bachelors degree •2-4 years of training experience •Excellent spoken & written English/Arabic •Excellent knowledge of English/Arabic Grammar & •Pronunciation •Customer VOC and control •Process improvement – Training timelines •Ability to manage & create a conducive Learning •Environment •Passion to train & enhance improvement in the students. •Result orientation •Pleasing personality
Posted on: Mon, 05 Aug 2013 10:03:27 +0000
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