Training Manager
Etisal International company
مجموع سنوات الخبرة :18 years, 1 أشهر
- Evaluated training requirements for each division, consulting with department managers, HR and external resources.
- Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs.
- Estimated costs of training operations and subsequently managed them in accordance with the budget to ensure maximum return on investments.
- Determined potential of training program for future needs of organization.
- Assisted human resources department in designing appraisal programs and training materials.
- Researched new and latest techniques for possible inclusion into existing training process.
- Coordinate with department to deliver training programs and leadership development interventions
Monitor and conduct learning and development reviews with each department
- Prepare annual training plans and training calendars
- Promotes and informs employees about all training programs.
- Helps employees identify specific behaviors that will contribute to Excellent Service
- Ensures employees receive on-going training to understand customer expectations.
- Uses effective training methods to ensure employees have a good understanding of customer satisfaction and can demonstrate customer satisfaction skills.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
- Ensures all training and development activities are linked to the company’s mission and vision.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Establishes guidelines so employees understand expectations and parameters.
- Develops specific training to improve service performance.
- Conduct to the agent the training's required about customer service, communication skills, complaint handling, complaint management, telephone etiquette, product Knowledge, CRM application and Telephone sets.
- Making use of the Call center Standards to ensure contact handling accuracy and operational effectiveness.
Dr. Tarek Alswaidan
Online Customer sevice Diploma