Trainer - CLM Helpdesk (Training Manager)

Job description
Business: Contact Centres Utility
Role Title: Trainer - CLM Helpdesk (Training Manager)
Location (Country / City) : CAIRO, EGYPT
Why join us?
The Opportunity:
* Take accountability for the Training requirement of the Dept. Based on business requirement for both voice and non-voice interactions.
* Actively participates in benchmarking and calibration sessions and ensuring all training materials are up to date and relevant to SLA/KPIs.
* Experience in Voice/Contact Center experience is mandate.
* Identifies improvement opportunities through quality assessments and suggest solutions, making decisions based on sound rational judgement escalating issues as necessary.
* Operates in accordance with agreed procedures and guidelines.
* Manages assigned tasks knowing when to refer to issues as necessary.
* Ensures work is prioritized and processed accurately, organizing workload to ensure timely and efficient completion. Effective organization at the start of the month is essential.
* Take accountability for the performance of the trainees, contributing to the successful delivery of best-in-class standards whilst remaining within key operational performance parameters.
* Understands Business Intelligence data and be able to translate into individual team performance plans matching key development priorities.
* Plan and prioritize work appropriately e.g., considering importance, urgency, customer, and business impact.
What you 'll do:
* Committed in achieving department and organization goals and objectives.
* Determine root cause for customer dissatisfaction.
* Support the delivery of effective processes and propose improvements/efficiencies as required. Identify procedural lapses/improvements and feedback as appropriate to both agents and into the new starter training.
Requirements
* Experience as Training management
* Experience of coaching, mentoring, developing others and motivation skills with the ability to build an empowering, people focused culture that encourages the use of one's own initiative to own and resolve customer issues.
* Proficient in English; excellent interpersonal, oral and written communication skills required.
* Ability to think broadly and strategically rather than focus on short term, local challenges.
* Aptitude for authentically engaging a diverse group of stakeholders to deliver at pace.
* Comfortable in initiating and willing to challenge the status quo.
* Comfortable with ambiguity and able to navigate through and deliver in changing strategic and commercial contexts.
* Ability to work in a team, and alone, with minimal supervision and act on own initiative.
* Ability to work and influence decision making in matrix-based environment.
* Ability to write good quality business letters/emails/reports; Ability to learn quickly & transfer knowledge appropriately.
* Needs to be adept and flexible to rapidly changing business, internal scenarios, and unexpected events.
* Good knowledge of Excel and PPT and able to work on various MIs and presentations.
* Able to write call quality assessment reports with fluidity and style.
* Good judgment, decision making and problem-solving skills.
* Good planning and organizing skills.
Preferable Requirements for role
* Good interpersonal skills with the ability to build and maintain working relationships with Business Stakeholders
* Understanding of call quality and call coaching tools and methodology
* Experience in a customer service environment or related position, preferably in a financial, teleservices or telecommunications company.
* Strong Analytical, reasoning, and decision-making skills.

Link to Candidate User Guide:
You 'll achieve more at HSBC
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