Training Manager -Saudi National

Tabby | تابيRiyadh, Riyadh Region, Saudi Arabia

13 منذ أيام

الوصف الوظيفي

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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

Bachelor’s degree in a related field (e.g., communication, psychology, business, education).

Minimum 5 years of experience in Customer Service operations or training, with a proven track record in designing and delivering programs such as new‑hire training (NHT) and on‑the‑job training (OJT).

At least 3 years of team‑management experience, focusing on performance management and development.

Fluency in English (C1) and Arabic, with deep understanding of the cultural nuances of Saudi Arabia and the GCC region.

Strong leadership, communication, coaching, and interpersonal skills to manage teams and stakeholders effectively.

Analytical and problem‑solving skills to evaluate data, identify trends, and drive improvements.

Excellent organizational and time‑management skills to handle multiple priorities in a dynamic environment.

Proficiency in Microsoft Office Suite, learning management systems, and customer support tools (e.g., CRM software, ticketing systems).

Preferred Qualifications

Advanced knowledge of adult learning principles, instructional design methodologies, and facilitation techniques.

Certification in customer service training, leadership, or related soft skills (e.g., train‑the‑trainer certifications).

Conflict resolution skills : Ability to remain composed under pressure, effectively resolve disputes, and prevent escalations within teams or with stakeholders.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Human Resources

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Manager Saudi Saudi National • Riyadh, Riyadh Region, Saudi Arabia