Training Specialist

• Design and develop comprehensive training programs tailored to the specific needs, aligned with Hungerstation internal culture, addressing in-house and BPO staff.
• Incorporate COPC and CIPD best practices and industry standards into training materials and content.
• Collaborate with subject matter experts to ensure training programs cover all relevant topics, including product knowledge, customer service techniques, and problem-resolution skills.
• Regularly review and update training materials to reflect the latest industry trends and advancements.
• Deliver induction program to create a dynamic and engaging onboarding experience for new customer care agents.
• Introduce interactive and modern training methods, such as e-learning modules, virtual simulations, and gamification, to enhance the induction process.
• Ensure that the induction program effectively communicates Hungerstation’s values, mission, and customer-centric approach.
• Conduct engaging training sessions for new hires and existing team leaders and agents, utilizing a variety of training techniques and methodologies.
• Deliver training sessions on topics such as customer service skills, communication, product knowledge and company policies.
• Foster a positive and inclusive learning environment that encourages active participation and knowledge sharing among trainees.
• Provide constructive feedback and coaching to agents to support their continuous development and improvement.
• Collaborate with cross-functional teams to design and execute culture and engagement activities, recognition programs, and employee appreciation events.
• Collaborate with the Quality Assurance (QA) team to develop performance evaluation criteria and metrics aligned with COPC standards.
• Assist in monitoring and assessing individual agent performance through regular performance evaluations and coaching sessions.
• Identify performance gaps and training needs, and develop targeted training interventions to address them.
• Track and analyze performance data to identify trends, areas of improvement, and opportunities for enhancing customer satisfaction.
• Develop and deliver training programs on leadership skills, coaching, performance management, and effective communication for call center team leaders.
• Empower team leaders with training on call center metrics, KPIs, and performance targets to drive team performance and achieve operational goals.
• Foster a culture of continuous improvement by training team leaders on quality assurance, monitoring, and providing feedback for performance enhancement.
• Train team leaders in conducting effective team meetings, delivering constructive feedback, and recognizing outstanding performance to support and motivate teams.
• Collaborate with Operations to optimize call center operations, reduce call handling time, and enhance first-call resolution.
• Conduct post-training evaluations to assess the effectiveness of training programs and gather feedback from trainees.
• Analyze training evaluation data and make recommendations for improvements and modifications to training content and methods.
• Support the professional development of internal trainers (tutors), ensuring they have the necessary resources and skills to deliver effective training programs.
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What you need to be successful

• 1 – 2 years of relevant experience.
• Proven experience as a Trainer or in a similar training role, preferably within a contact center environment.
• Knowledge of COPC and CIPD / ATD standards and best practices.
• Strong understanding of the Saudi market and cultural nuances.
• Familiarity with modern training methodologies, e-learning platforms, and instructional design principles.
• Excellent presentation, facilitation, and communication skills.
• Ability to develop and deliver engaging and interactive training sessions.
• Basic analytical skills to assess training needs, evaluate performance data, and identify areas for improvement.
• Passion for learning and staying updated with industry trends and advancements.
• Ability to work effectively in a fast-paced, dynamic environment.
• Fluency in both written and spoken English and Arabic is a must.
• Bachelor’s degree in a relevant field is required.