Training Manager – Arabic Call Center (Emirati National)

The Training Manager will lead the design delivery and continuous improvement of training programs for Arabic-speaking call center teams. This role ensures that agents are equipped with the skills knowledge and service mindset required to deliver exceptional customer experiences. The ideal candidate is an Emirati national with strong facilitation skills deep understanding of call center operations and proven experience developing training content.

Key Roles & Responsibilities

• Develop deliver and manage training programs for new hires and existing call center staff
  
• Conduct training needs assessments and identify skill gaps across teams
  
• Create training materials manuals e-learning modules and performance support tools
  
• Facilitate onboarding soft skills product knowledge and customer service excellence sessions
  
• Monitor training effectiveness through assessments feedback and performance metrics
  
• Collaborate with operations quality and HR teams to align training with business goals
  
• Maintain updated training documentation and ensure content reflects current processes
  
• Support continuous improvement initiatives by recommending enhancements to training frameworks
  
• Coach and mentor agents and team leaders to reinforce learning and performance standards
  
• Ensure training delivery meets quality compliance and customer experience benchmarks
  

Requirements

Skills & Competencies

• Strong facilitation and presentation skills in Arabic; English proficiency is an advantage
  
• Deep understanding of call center operations customer service standards and agent workflows
  
• Ability to design engaging training content and adapt delivery to different learning styles
  
• Strong communication interpersonal and coaching abilities
  
• Analytical mindset with the ability to evaluate training impact and performance trends
  
• Proficiency with MS Office LMS platforms and digital training tools
  
• High level of organization time management and attention to detail
  
• Ability to work collaboratively with cross-functional teams
  

Education & Professional Requirements

• UAE National (Emirati) with a valid Family Book
  
• Diploma or Bachelors degree in Business Administration Education Communications Human Resources or a related field
  
• 45 years of experience as a trainer in an Arabic call center or customer service environment
  
• Experience developing training content and managing end-to-end training cycles
  
• Exposure to large organizations or outsourced service environments is preferred
  
  

Benefits

• Competitive Salary: AED 12000 AED 15000 per month (based on experience qualifications and track record).
  

• NAFIS Benefits: Includes full salary support scheme enhanced pension and substantial allowances for professional development and certifications.
  

• Leadership Role: A key managerial position with direct impact on company performance and Emiratisation success.
  

• Career Growth: Clear pathway to Head of L&D or Senior Management roles within the organization.
  

• Professional Environment: Lead the training function in a world-class facility at Dubai Outsource City .
  

Key Skills
Anti Money Laundering,Machine Shop,B2C,Account Management,Bus Driving,Administration Support
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 12000 - 15000