Manager In Training

Key Responsibilities:

1. Empower and Inspire: Develop, train, and coach teams to ensure consistent quality and service levels, instilling a culture of care and excellence.
2. Create Tailored Programs: Design programs to improve performance, quality, complaint handling, and retention using advanced training techniques.
3. Leading: Implement a comprehensive leadership and management training program to develop skills across all contact center sites.
4. Innovate and Educate: Build and enhance training courses and tools for leadership and management skills, addressing needs and gaps.
5. Enhance Digital Experiences: Develop training materials for digital and e-service teams to create excellent online interactions and customer experiences.
6. Teach and Mentor: Provide training and coaching methods to team managers and coaches, offering offline training, in-person workshops, and e-learning materials.
7. Continuously Improve: Evaluate training program effectiveness, adjust based on feedback, and develop initiatives to increase employee engagement and development.
8. Assure Quality: Create a quality assurance process and scorecard to identify gaps and improve processes and agent efficiency.

What Are We Looking For?

1. Over 5 years of experience in contact center training.
2. Expertise in delivering training programs for customer service, retention, digital service, and back-office teams.
3. Skilled in setting up quality measures and processes.
4. Bachelor’s degree in business administration or a related field.
5. Accredited degrees from international training academies.
6. Experience in onsite and digital training delivery.
7. Excellent presentation and leadership skills.
8. Proficiency in Arabic is a plus.

Benefits:

1. Extensive learning opportunities with hard and soft skill training to help you improve and challenge yourself.
2. Be involved in customized workshops run by the Kitopi Academy.
3. Have the chance to work in an international, diverse, and inclusive environment.
4. Get the flexibility to work from anywhere, including international locations.
5. Become part of one of the most caring communities out there.
6. Free and unlimited access to a nutritionist.
7. No Dress Code! (T&C applies).
8. The famous team activities and social events bursting with fun.
9. Inclusive private health insurance.
10. Up to 50% discount on Kitopi brands.
11. Annual leave as per the company policy.
12. Flexible working hours to support work-life balance.

Additionally, we offer:

1. Wellness spaces designed for mothers inclusive for all.
2. Monthly well-being programs to nurture your mental and physical health.
3. Informative and empowering webinars to support your growth.
4. Social Thursdays and Fridays across markets to gather and connect with colleagues.