Training Lead

Department: Customer Experience

Employment Type: Full Time

Location: Remote

Description

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein, use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest-rated, most-reviewed, largest and fastest-growing app of any fintech in the GCC region. Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

About the role: 

We are seeking a highly organized and detail-oriented professional to join our team as a Training Lead in Egypt. As a Training Lead, you will play a critical role in ensuring that our customer service representatives are equipped with the necessary skills and knowledge to deliver exceptional service to our customers. In this role, you will be responsible for setting performance standards, tracking progress, and developing trainers. 

Key Responsibilities

• Conduct training sessions, workshops, and train-the-trainer programs to ensure consistency and effectiveness of training across the organization.
• Lead, teach, onboard and evaluate new trainers
• Make other trainers' schedules
• Build quarterly and annual training programs for all LOBs (Frontline, Partner Support, Priority Teams)
• Implement training KPIs
• Prepare and present reports on training program KIPs
• Create training materials, such as manuals and job aids, to support the delivery of training programs.
• Monitor, evaluate, and provide feedback on the quality of customer interactions through various channels, including phone calls, emails, and live chat.
• Analyze customer feedback and quality data to identify opportunities for improvement in customer service delivery.
• Collaborate with operations, to identify training needs and develop training solutions that align with organizational goals.

Skills, Knowledge and Expertise

• Bachelor's degree in a relevant field.
• Understanding of customer service principles, best practices
• Minimum five years Experience in Customer Service as a Trainer 
• Minimum two years of team management experience (managed other trainers)
• Ability to deliver effective training programs, including creating training materials and presentations
• Communication, coaching, and interpersonal skills
• Analytical and problem-solving skills to identify trends and areas for improvement
• Strong understanding of adult learning principles and facilitation skills 
• Conducting Train the Trainers for the training team and certifying the trainers
• Proficiency in Microsoft Office Suite and learning management systems.
• Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems) is desirable.
• Certification in customer service training or related soft skills 

Benefits

• We offer flexible working hours and trust you to work enough hours to do your job well at times that suit you and your team.
• A working environment that gives you autonomy and responsibility from day one.
• You should be comfortable with the idea that the quality of your work will influence the shape of your career.
• Participation in the company’s employee stock options program.
• Health Insurance

We are passionate about creating an inclusive, high-performing workplace that gives people from all backgrounds the support they need to thrive, grow and meet their goals (whatever they may be).
If this sounds exciting to you, we’d love to hear from you!