Training & Development Expert – Call Center

Working Schedule

Full-Time

Work Arrangement

Hybrid

Relocation Assistance Available

No

Posted Date

16-Jun-2025

Job ID

8862

Description and Requirements

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.

About MetLife

Recognized on Fortune magazine’s list of the 2025 “World’s Most Admired Companies” and Fortune World’s 25 Best Workplaces™ for 2024, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple – to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services.

At MetLife, it’s #AllTogetherPossible. Join us!

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