We are looking for a dynamic CS Training Specialist to join our vivo Egypt family! You will be the backbone of our Contact Center, ensuring our team is well-trained and our knowledge base is always up-to-date.
Main Responsibilities:
- Design and deliver onboarding and continuous training for contact center employees.
- Identify performance gaps and implement Performance Improvement Plans (PIP).
- Maintain and update the Contact Center Knowledge Base (KB) daily to ensure accuracy.
- Translate and localize global business knowledge into clear, local interaction logic.
- Provide technical support and answer business-related queries for the team.
- Monitor team learning progress through regular assessments and exams.