Call Center Trainer
Al-Sayer Group
Kuwait
Ref: GP705-12 		Al-Sayer Group

The Role


The Role

1. Responsible for Induction Training of new recruits, refresher trainings, responsible for Reward and Recognition and call audits.
2. Conducting a training need analysis and developing a yearly plan.
3. Ensure that call centre staff are trained on product , process and soft skills .
4. Developing an audit process , ensure effective management of call audit and customer audit processes .
5. Develop a certification process so that all employees who are trained are certified at the end of the training . Alongside also develop a mechanism to ensure that the weak staff are retrained and recertified.
6. Develop monthly Job knowledge testing programme for the staff .
7. Handling complex , queries and complaints of customers as well as the management .
8. Needs to be involved in recruitment of staff .
9. Evaluate new techniques of monitoring and auditing calls .
10. . Follow the laid down Al Sayer policies and procedures .
11. Monitoring random calls to improve quality, minimize errors and track operative performance

Requirements


Requirements

A. Education: University degree.Good knowledge and understanding of Call Centre set up.
Degree or course in Training skills would be an added advantage.
B. Experience: Over 3-4 years experience in a similar position preferred
C. Language: Excellent English and Arabic.Excellent communication skills .

About the Company


About the Company

The Al-Sayer Group, is a leading progressive and proactive business group, headquartered at Kuwait, with diversified business interests in Automobiles, Transport & Heavy Equipment machinery, Car Rental & Leasing, Insurance Brokerage, FMCG, Tires, Oil & Paints, etc. Since its inception the company has focused on total customer satisfaction which has resulted in a good customer base. Our continuing commitment to excellence was recognized in 1997 when the company received the first ISO 9001 certification for achieving an international standard of quality and service specifically for service and repair of automotive and commercial vehicles and the sale of spare parts as Toyota / Lexus franchise.

This Position is closed or expired