Contact Center Training Officer

About the role

We are seeking a motivated Contact Center Training Officer to join our team and help build a knowledgeable, confident, and customer‑focused workforce. You will work closely with the Training Specialist to deliver onboarding, skill development, and performance improvement programs for frontline staff.

Key responsibilities

• Deliver structured training sessions for new hires and existing employees using presentations, handouts, e‑learning modules, and interactive activities.
• Guide trainees through system tools, call simulations, and key procedures to build confidence.
• Prepare virtual or physical training spaces and ensure all materials are ready.
• Coach soft‑skill areas such as empathy, communication, and conflict resolution.
• Update training materials to reflect new policies, procedures, and system changes.
• Create FAQs, cheat sheets, and step‑by‑step guides.
• Collect trainee feedback, observe performance, and provide real‑time guidance.
• Support assessments, quizzes, role‑play exercises, and track attendance and progress.
• Coordinate with team leaders and QA teams to schedule sessions and gather feedback.
• Deliver mandatory compliance and policy training, including data handling and customer privacy standards.

Required profile

• Bachelor’s degree in Business Administration, Education, Communication, Human Resources or related field (or currently pursuing).
• 1–3 years experience in a contact‑center or customer‑service environment.
• Strong verbal, written and listening communication skills in English and Arabic.
• Positive, patient attitude with the ability to speak confidently to small groups.
• Organized, detail‑oriented and able to manage multiple tasks simultaneously.

Required skills

• Proficiency with Microsoft Office Suite.
• Familiarity with call‑center software (advantageous).
• Basic knowledge of Learning Management Systems or e‑learning platforms.