Contact Center Trainer

Holool Aloula (NCBS National Company for Business Solutions); Riyadh; On-site; SAR 39,000 - 67,000; Full time

Job summary

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Contact Center Trainer in Riyadh to deliver training programs for new and existing staff, focusing on customer service skills, call handling, and system procedures. You will explain policies and quality standards while coaching employees to improve performance.

The role requires 1–2 years in contact center training with strong communication, organizational, and time-management abilities, plus the capacity to evaluate

Qualifications

• 1–2 years of experience in contact center training, customer service, or contact center operations.
• Good understanding of contact center operations and customer service standards.
• Strong communication, presentation, and coaching skills.
• Ability to deliver training sessions and evaluate trainee performance.
• Good organizational and time-management skills.
• Problem-solving skills and attention to detail.

Responsibilities

• Deliver training programs for new and existing contact center employees.
• Train employees on customer service skills, call handling, communication techniques, and system procedures.
• Explain contact center policies, procedures, and quality standards.
• Evaluate trainees’ performance and provide constructive feedback.
• Identify training needs and recommend improvements to enhance employee performance.
• Monitor training progress and assess training effectiveness.
• Coordinate with Quality Assurance and Operations teams to align training with operational requirements.

Skills

Training delivery

Communication

Presentation

Coaching

Organizational skills

Time management

Problem-solving

Performance evaluation

Job description

The Contact Center Trainer is responsible for delivering training programs to contact center employees, developing customer service skills, and ensuring employees understand contact center procedures, call handling standards, and quality expectations.

Key Responsibilities

• Deliver training programs for new and existing contact center employees.
• Train employees on customer service skills, call handling, communication techniques, and system procedures.
• Explain contact center policies, procedures, and quality standards.
• Evaluate trainees’ performance and provide constructive feedback.
• Identify training needs and recommend improvements to enhance employee performance.
• Monitor training progress and assess training effectiveness.
• Coordinate with Quality Assurance and Operations teams to align training with operational requirements.

Requirements

• 1–2 years of experience in contact center training, customer service, or contact center operations.
• Good understanding of contact center operations and customer service standards.
• Strong communication, presentation, and coaching skills.
• Ability to deliver training sessions and evaluate trainee performance.
• Good organizational and time-management skills.
• Problem-solving skills and attention to detail.