Conduct needs assessments to identify training gaps and propose actionable solutions.
Create training plans, timelines, and resource allocation for large groups (new hire batches, cross-training, upskilling).
2. Training Operations Management
Oversee daily training operations across multiple classes (virtual or onsite).
Ensure training delivery quality, classroom performance, and readiness metrics are met.
Design and maintain training reports, dashboards, and performance trackers.
Coordinate with Workforce, Operations, and Recruitment to align training schedules with staffing requirements.
3. Curriculum Development & Content Quality
Develop, customize, and update training materials (modules, SOPs, e-learning, assessments).
Ensure materials comply with US telecom processes, tools, and compliance requirements.
Partner with Quality and Ops to align training with performance gaps and customer pain points.
4. People Leadership
Manage a team of Trainers, Training Supervisors/Leads, and SMEs.
Provide coaching, performance reviews, and professional development plans.
Ensure training teams adhere to instructional best practices and facilitation standards.
5. Stakeholder Management
Act as the main point of contact for US clients, internal leaders, and cross-functional partners.
Participate in client calls, business reviews, calibration sessions, and implementation planning meetings.
Present training results, insights, and recommendations to leadership.
6. Performance & Continuous Improvement
Analyze training performance metrics (Knowledge checks, NPS, nesting performance, ramp KPIs).
Translate insights into action plans to improve classroom effectiveness and post-training outcomes.
Drive initiatives to improve first-call resolution, customer satisfaction, quality scores, and operational readiness.
Required Qualifications
Minimum 7–9 years of experience in BPO or Call Center training roles.
At least 2–3 years leading training teams or managing training projects.
US account experience is mandatory.
Telecom experience is mandatory (wireless, broadband, mobility, or cable services preferred).
Strong background in training delivery, adult learning principles, and instructional design.
Proven expertise in managing large-scale training projects or new account launches.
Excellent communication, presentation, and stakeholder management skills.
Ability to work in fast-paced, high-volume environments.
Preferred Qualifications
Experience working with global clients.
Certification in training, facilitation, or project management (e.g., COPC, Train-the-Trainer, PMP).
Knowledge of LMS systems and digital learning tools.
Strong analytical and reporting skills.
Work Location
Based in Egypt (Nasr City / Maadi depending on your operations).
Flexibility to work US hours
What Success Looks Like
Smooth execution of training waves and implementations.
High-quality training delivery and improved agent performance.
Strong partnership with operations and clients.
Ready and scalable training function that supports business growth.
