Bilingual Contact Center Trainer (English/Arabic)

About the role

We are looking for a bilingual (English/Arabic) Trainer to deliver high‑quality training for new hires and ongoing development within our contact‑center operations in Dubai. The role involves classroom instruction, coaching, and ensuring agents meet competency standards before moving to production.

Key responsibilities

• Direct day‑to‑day functional activities of agents in the training classroom, monitoring progress and providing coaching.
• Utilize effective presentation and facilitation techniques, including creative adult‑learning methods.
• Prepare and deliver training materials through classroom sessions, hands‑on demos, and supporting activities.
• Achieve individual training performance metrics and ensure agents meet competency levels.
• Support the transition of agents from training to production, collaborating with Operations.
• Maintain up‑to‑date product knowledge by taking calls, attending client meetings, and side‑by‑side observations.
• Communicate consistently with managers, peers, and other resource groups, including informal client interaction.
• Assist Instructional Design in creating training assets and measure program effectiveness through surveys and focus groups.

Required profile

• Valid driver’s license for on‑site client travel.
• Bachelor’s degree in a related field (preferred) with 2‑4 years of relevant experience.
• Proven experience in training methodologies and soft‑skill development.
• Strong written and verbal communication abilities.
• Proficiency in Microsoft Office.
• Ability to multitask, prioritize, and meet delivery timelines.
• Self‑starter with a sense of urgency and ability to work under pressure.
• Strong attention to detail and professional relationship building.

Required skills

• Microsoft Office
• Trainer Certification Program (101/102)