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Arranjo de trabalho
Tempo integral
Modelo de Trabalho
Híbrido
Assistência de realocação disponível
Não
Data de publicação
16-Jun-2025
ID da vaga
8862

Descrição e requisitos

The Opportunity:


We are seeking an experienced Senior Training and Development Specialist to join our Egypt Call Center Team, which serves both corporate and retail customers. This role requires a strong background in call center operations, staff training, and project management. The ideal candidate will lead training initiatives and manage related projects aimed at enhancing service quality, operational efficiency, and employee development.


The Responsibilities:


  • Design, develop, and deliver comprehensive training programs for call center agents handling both corporate and retail customers.
  • Conduct regular training needs assessments to identify skill gaps and align training strategies with business objectives.
  • Manage onboarding programs for new hires to ensure smooth integration into call center operations.
  • Implement and maintain a structured training calendar, ensuring consistent learning opportunities across all teams.
  • Coordinate and lead special training projects, including system rollouts, policy changes, and customer experience initiatives.
  • Track and report on training effectiveness using KPIs, performance data, and feedback to optimize learning outcomes.
  • Collaborate with team leaders and QA teams to develop coaching plans for underperforming staff.
  • Create and update training manuals, knowledge bases, SOPs, and e-learning modules tailored to real-time call center scenarios.
  • Manage end-to-end training project lifecycles, including scoping, resource planning, budgeting, and stakeholder communication.
  • Ensure compliance with regulatory, operational, and customer service standards through ongoing training.
  • Introduce innovative training methods and tools, including gamification, microlearning, and virtual simulations.
  • Support cross-functional initiatives aimed at improving call center efficiency and customer satisfaction.
  • Managing related projects to improve service quality, operational efficiency, and employee development.


The Requirements:


  • Batchelor's degree in a related field.
  • 3-5 years of experience in Training and Development function is a must. Experience in instructional design and learning management systems is a plus.
  • Strong verbal and written communication skills are essential for effectively delivering training and collaborating with employees at all levels.
  • Excellent project management skills to handle multiple training initiatives simultaneously.
  • Ability to analyze training effectiveness and make data-driven decisions to enhance programs.
Sobre a MetLife

Reconhecida na lista da revista Fortune das “Empresas Mais Admiradas do Mundo” de 2023, a MetLife, através de suas subsidiárias e afiliadas, é uma das empresas líderes mundiais em serviços financeiros; fornecendo seguros, anuidades, benefícios a funcionários e gestão de ativos para clientes individuais e institucionais. Com operações em mais de 40 mercados, ocupamos posições de liderança nos Estados Unidos, América Latina, Ásia, Europa e Oriente Médio.

Nosso objetivo é simples: ajudar nossos colegas, clientes, comunidades e o mundo em geral a criar um futuro mais confiante. Unidos por um propósito e guiados pela empatia, somos inspirados a transformar o próximo século nos serviços financeiros. Na MetLife, é #AllTogetherPossible. Junte-se a nós!