Training Manager Arabic Call Center

Talents Of Endearment; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A prominent training organization in Dubai is seeking a Training Manager to lead the development and delivery of training programs for Arabic-speaking call center teams. The ideal candidate must be an Emirati national with robust facilitation skills and deep call center operational knowledge. Responsibilities include assessing training needs, creating impactful learning materials, and coaching team leaders. The position offers a competitive salary, professional development benefits, and a clear career progression pathway.

Benefits

Competitive Salary: AED 12,000–15,000 per month

NAFIS Benefits with salary support scheme

Clear career growth pathway to senior roles

Professional environment in Dubai Outsource City

Qualifications

• UAE National (Emirati) with a valid Family Book.
• Experience in call center or customer service environment.
• Experience developing training content.

Responsibilities

• Lead training programs for new hires and existing employees.
• Conduct training needs assessments and skill gap analysis.
• Create training materials and evaluate training impact.

Skills

Strong facilitation and presentation skills in Arabic

Communication, interpersonal and coaching abilities

Analytical mindset

Ability to work collaboratively

Education

Diploma or Bachelor’s degree in relevant field

45 years of experience in training

Tools

MS Office

LMS platforms

Digital training tools

Job description

Overview

The Training Manager will lead the design delivery and continuous improvement of training programs for Arabic-speaking call center teams. This role ensures that agents are equipped with the skills, knowledge and service mindset required to deliver exceptional customer experiences. The ideal candidate is an Emirati national with strong facilitation skills, deep understanding of call center operations and proven experience developing training content.

Key Roles & Responsibilities

• Develop, deliver and manage training programs for new hires and existing call center staff
• Conduct training needs assessments and identify skill gaps across teams
• Create training materials, manuals, e-learning modules and performance support tools
• Facilitate onboarding soft skills, product knowledge and customer service excellence sessions
• Monitor training effectiveness through assessments, feedback and performance metrics
• Collaborate with operations, quality and HR teams to align training with business goals
• Maintain updated training documentation and ensure content reflects current processes
• Support continuous improvement initiatives by recommending enhancements to training frameworks
• Coach and mentor agents and team leaders to reinforce learning and performance standards
• Ensure training delivery meets quality compliance and customer experience benchmarks

Requirements

• Strong facilitation and presentation skills in Arabic; English proficiency is an advantage
• Deep understanding of call center operations, customer service standards and agent workflows
• Ability to design engaging training content and adapt delivery to different learning styles
• Strong communication, interpersonal and coaching abilities
• Analytical mindset with the ability to evaluate training impact and performance trends
• Proficiency with MS Office, LMS platforms and digital training tools
• High level of organization, time management and attention to detail
• Ability to work collaboratively with cross‑functional teams

Education & Professional Requirements

• UAE National (Emirati) with a valid Family Book
• Diploma or Bachelor’s degree in Business Administration, Education, Communications, Human Resources or a related field
• 45 years of experience as a trainer in an Arabic call center or customer service environment
• Experience developing training content and managing end‑to‑end training cycles
• Exposure to large organizations or outsourced service environments is preferred

Benefits

• Competitive Salary: AED 12,000–15,000 per month (based on experience, qualifications and track record)
• NAFIS Benefits: Full salary support scheme, enhanced pension and substantial allowances for professional development and certifications
• Leadership Role: Key managerial position with direct impact on company performance and Emiratisation success
• Career Growth: Clear pathway to Head of L&D or Senior Management roles within the organization
• Professional Environment: Lead the training function in a world‑class facility at Dubai Outsource City