Corporate Trainer – Contact Center (UAE Government Account)

About the role

We are looking for an experienced Contact Center Trainer to support a prestigious UAE government account. The role involves designing, delivering and evaluating training programmes that raise employee performance and ensure world‑class customer service.

Key responsibilities

• Conduct new‑hire onboarding, induction and certification programmes for contact‑center staff.
• Deliver classroom, virtual and on‑the‑job training on government services, policies, processes, systems and customer‑service standards.
• Develop and update facilitator guides, assessments, learning resources and engaging instructional solutions.
• Analyse quality scores, CSAT, FCR and other KPIs to identify skill gaps and create targeted improvement plans.
• Provide coaching, performance support and remedial training to employees and team leaders.
• Partner with operations, quality and client stakeholders to identify training needs, support audits and manage change initiatives.
• Measure training effectiveness through assessments, performance tracking and post‑training evaluations, and maintain accurate certification records.

Required profile

• Bachelor’s degree in Business Administration, HR, Education or a related field.
• 3–5 years of proven contact‑center training experience, preferably within a UAE government environment.
• Strong understanding of UAE government customer‑experience frameworks and service‑excellence standards.
• Excellent English communication skills; Arabic is highly preferred.

Required skills

• Train‑the‑Trainer certification (preferred).
• Instructional design and adult‑learning methodologies.
• Knowledge of contact‑center KPIs such as Customer Satisfaction (CSAT) and First Call Resolution (FCR).