Care Trainer

Careem

Egypt

Ref: OP782-265

Job description / Role

Employment: Full Time

Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?

There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify & improve the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.

Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is the MENA regions leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.

Facilitate new hire and on-going training to call center agents for one or more programs while ensuring all agents are trained with the skill sets and knowledge bases for production. Responsible for ensuring resources are utilized efficiently, in accordance with contact center objectives and in ways that consistently promote customer quality and satisfaction.

- Facilitate new hire training using curriculum provided.
- Ensure all course material is prepared and available to students.
- Create and maintain a learning environment conducive for all participants.
- Deliver ongoing training classes to existing call center agents for new products, services, customer service skills, program changes, and market launches.
- Participate in train the trainer sessions.
- Assist in program development and participate in pilot sessions, where applicable.
- Facilitate "nesting" component to the new hires during final week of training.
- Assists the quality department in any gaps of quality assurance and 360-degree feedback.
- Adjust the training material to improve performance results.
- Evaluates agent call performance and asks agent to provide feedback on his/her call experience.
- Modify and develop course content and delivery methods as required.
- Participate in the review, evaluation and development of training delivery tools and systems.
- Ability to work flexible hours around business center needs.

Requirements

The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative.

Additional qualifications include:
- BA degree plus at least 2 years of equivalent work experience; or 4 years combination of education and experience.
- 2 years call center training experience or 2 years prior experience with delivering training in the hospitality or customer service industry.
- Strong presentation skills, including the ability to present information in a clear and concise manner.
- Ability to read and comprehend technical instructions, policies, and/or procedures
- Excellent computer skills, including Word, Excel, and PowerPoint
- Ability to react and adjust quickly in short time frames
- Ability to build rapport with others at all levels of the organization
- Strong verbal communication skills
- Strong time management and organizational skills
- Ability to motivate and engage class participants

Benefit Summary:
We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.

About the Company

We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem

Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.

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