Training Manager

Department: Training and QualityEmployment Type: Full TimeLocation: KSAReporting To: Janna ArakelianDescriptionAs 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.Trainers’ performance metrics, customer satisfaction scores, and team development milestones will measure the effectiveness of the role.Key ResponsibilitiesManage 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 & ExpertiseWho you are:You have a bachelor’s degree in a related field (e.g., communication, psychology, business, education);You have a minimum of 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);You bring at least 3 years of experience in team management, including leading trainers or supervisors, with a focus on performance management and development;You are Fluent in English (C1) and Arabic, with a deep understanding of the cultural nuances of the Saudi Arabian and GCC region.You have strong leadership, communication, coaching, and interpersonal skills to manage teams and stakeholders effectively.You possess analytical and problem-solving skills to evaluate data, identify trends, and drive improvements.You have excellent organizational and time management skills to handle multiple priorities in a dynamic environment.You are proficient 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 by addressing underlying issues, and prevent escalations within teams or with stakeholders.