Call Center Training Supervisor

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

The Job in a Nutshell

The Training Supervisor designs and delivers training programs to develop agent skills and ensure high-quality service for HALA's B2B merchants. This role involves working closely with Quality and Team Leaders to address skill gaps and create a consistent training curriculum.

What You Will Do

1. Develop training materials and conduct training sessions for new and existing agents.
2. Collaborate with Quality Specialists to assess training needs based on performance gaps.
3. Provide continuous learning opportunities for agents to improve skills, knowledge, and customer service techniques.
4. Track training effectiveness and adjust programs based on feedback and performance data.
5. Maintain documentation on training activities and progress.

What Are We Looking For

1. Bachelor's degree in Training, HR, or related field preferred.
2. 3+ years of experience in training or development, ideally within a Contact Center.
3. Strong presentation, facilitation, and interpersonal skills.
4. Ability to develop effective training materials and adapt to different learning styles.

What We Offer You

We believe you will love working at HALA!

1. We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
2. We offer highly competitive compensation packages, including the potential for shares.
3. We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
4. Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
5. We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
6. You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.

If you think you have what it takes to join a remarkable team #apply_now