Trainer

Concentrix; United Arab Emirates; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading customer engagement company in the United Arab Emirates is seeking a Trainer II responsible for delivering effective training for new hires and product updates. The role requires a Bachelor's degree and experience in training methodologies, specifically in a call center environment. Strong communication skills in both English and Arabic are necessary. The Trainer will monitor student progress and provide constructive feedback, ensuring competency levels meet business needs.

Qualifications

• 2-4 years of relevant experience preferred.
• Experience in training methodologies and soft skills in a Call Centre.
• Strong communication skills in English and Arabic.

Responsibilities

• Deliver client-focused training for new hires and product updates.
• Monitor student progress and provide feedback during training.
• Evaluate training effectiveness using feedback methods.

Skills

Communication skills

Critical thinking

Time management

Team building

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Summary

The Trainer II is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.

Description Essential Functions/Core Responsibilities

• Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.
• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities.
• Accountable for achieving individual training performance metrics.
• Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required).
• Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations.
• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients.
• May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids.
• Measure the effectiveness of training programs using various feedback methods – focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation.
• Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis.
• Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures.

Candidate Profile

• Bachelor's Degree in related field from a four‑year college or university with two to four years of relevant experience preferred.
• Prior experience in Banking/Fintech preferred.
• Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.) within a Call Centre environment for at least two years.
• Strong communication skills, both written and verbal, in both English and Arabic.
• Must be available on short notice.
• Proficient in Microsoft Office.
• Demonstrated ability to multi‑task, prioritize, and meet timelines on deliverable.
• Self‑starter, sense of urgency, and works well under pressure.
• Strong attention to detail.
• Sense of professionalism and ability to develop good relationships.

Career Framework Role

Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills.

Analyzes possible solutions using standard procedures and principles.

Builds knowledge of the organization, processes and customers Solves a range of straightforward problems.

Receives a moderate level of guidance and direction.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.