Training Manager -Saudi National

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Description

As a Training Manager, you will lead and oversee the training operations in Saudi Arabia, ensuring the delivery of high-quality training programs for our customer service teams. You will manage a team of Training Leads and Trainers, align training initiatives with business objectives, and drive continuous improvement in trainers' performance and customer satisfaction. This role requires strategic oversight, stakeholder collaboration, and a focus on achieving measurable outcomes in a fast‑paced CX environment.

Application Deadline : 30 October 2025

Department : Training and Quality

Employment Type : Full Time

Location : KSA

Reporting To : Janna Arakelian

Key Responsibilities

• Manage and lead a team of Training Leads, each overseeing 5‑7 Trainers, including recruitment, onboarding, performance evaluations, and professional development.
• Oversee the delivery of new‑hires and on‑the‑job training, ensuring consistency with Tabby’s standards across face‑to‑face, virtual, and hybrid formats.
• Collaborate with stakeholders, including HR, Talent Acquisition, CX Operations, Quality, and Content teams, to align programs with organizational goals and address gaps in hiring, quality, and operations.
• Analyze training outcomes, agent performance data, and customer interaction quality across different channels (calls, emails, and chats) to identify trends, root causes of issues, and opportunities for improvement; provide data‑driven recommendations and implement solutions.
• Develop and maintain certification mechanisms for Trainers and Leads, including train‑the‑trainer programs, upskilling workshops, and remote facilitation skills.
• Track and report on key metrics such as training throughput, feedback, and customer satisfaction; make necessary adjustments to enhance outcomes.
• Ensure compliance with adult learning principles, cultural nuances of the GCC region, and best practices in managing remote and on‑site teams.

Skills, Knowledge & Expertise

Preferred Qualifications

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Human Resources

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