Requirements
The Training Manager must be a UAE National (Emirati) with a valid Family Book, holding a Diploma or Bachelor's degree in Business Administration, Education, Communications, or Human Resources. A minimum of 4-5 years of experience as a trainer in an Arabic call center or customer service environment is required, along with proven experience in developing training content and managing end-to-end training cycles. Proficiency in Arabic facilitation and presentation skills, a deep understanding of call center operations, and experience with MS Office and LMS platforms are essential.
Description
About UsWe offer dynamic solutions that create recruitment opportunities.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 RequirementsSkills & 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 Bachelor's degree in Business Administration, Education, Communications, Human Resources, or a related field 4–5 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 preferredBenefits Competitive Salary: AED 12,000 – AED 15,000 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 .