Training Supervisor
Raya Contact Centre
Total years of experience :10 years, 1 Months
Looking after more than 5 LOBs inside Etisalat UAE company responsible for all training and management decisions also for development of all staff within UAE training team, reporting all figures to clients and upper management, presenting in QBR, MBR and WBR all figures and numbers including actions taken to enhance the current performance to reach a long term plans and avoid all challenges in future, amend and revise training programs to adapt to all changes, proposing a new approaches and training techniques for our clients to meet their needs, managing trainer’s utilization make sure that all is being developed, connecting with outside vendors to agree on required needed trainings for our team members, working with management to enhance all Quality figures for newbies and old agents report all these TLs and Operation management so they can start following up by coaching and motivation to get the desired CFM ( Customer Feedback Management) rating system up, continuously updating the knowledge base for all staff by doing survey to know what is needed and how it could help improve quality and CSAT numbers.
Moving forward to one of the main sensitive fields of training with soft skills and away from hard and technical skills I was responsible for analyzing all training needs related to soft skills for different LOBs MS, HS, SMB and Non Voice Back Office, designing soft skills agenda’s that meet all requirements discovered from the analysis part, developing the agenda design to close the gap between what’s really needed and what’s on ground as a reality, implementing all different approaches from communication to EI using all techniques mood elevation and control to reach the best outcome of all sessions and to hit the needed target, finally I was responsible of following up with all stake holders to monitor the progress for all attended trainees in the sessions to measure all effectiveness by KirkPatrick’s Model in four levels.
I was promoted into a senior trainer after achieving all metrics in trainer’s KPIs, I was responsible for managing a full team of trainers to get all required targets from client achieved on time within budget and with no delay, I was responsible for enhancing all training curriculums to be mapped with latest analysis shared from the client and quality assurance team to meet all expectations, analyzing the failure in floor and designing agenda to cover all of that failure, ensuring that all trainers are being developed by me as one to one or in group sessions, meeting up with all team helping them to solve all issues related to training and development, designing new approaches for training and development, develop all measurement tools related to testing and gauging for trainers and trainees, designing web apps such models to meet all my training needs and to use it as a tool to develop enhance and measure trainees performance.
Trainer (TS) - Product knowledge
Raya Contact Centre
Starting with RCC in UAE accounts was a major leap for me in the technical field, handling all different types of technologies that exists on the planet (ADSL, SDSL, GPON, Wimax, HFC) and all of this is only regarding the internet connection adding that I have handled also IPTV providing TV channels to all customers via cables also we have supported DEL land line over GPON, I have handled all different technical issues related Internet IPTV and Land line over Fiber optics and ADSL.
I worked as Tech support agent
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