BPO Trainer

Job Title: Trainer (Customer Service / Contact Center)

Location: Maadi, Cairo

Company: IGT Solutions

Experience Required: Minimum 1 year

Language Requirement: English Level C1 (Advanced)

Job Summary

IGT Solutions is looking for a dynamic and engaging Trainer with travel & Airlines Experience to join our team. The ideal candidate will be responsible for delivering high-quality training sessions, enhancing employee performance, and ensuring that new hires and existing employees meet business standards in customer service and communication.

Key Responsibilities

Deliver onboarding training sessions for new hires (product, process, and communication skills).
Conduct refresher trainings and upskilling sessions for existing employees.
Develop and update training materials, manuals, and presentations.
Assess trainee performance through evaluations, quizzes, and role-plays.
Provide constructive feedback and coaching to improve performance.
Track training effectiveness and report on KPIs (e.g., nesting performance, training success rate).
Collaborate with Operations, Quality, and HR teams to identify training needs.
Support employees during nesting and early production stages.

Requirements

Minimum 1 year of experience as a Trainer in Travel or Airlines LOB in a contact center or customer service environment.
English proficiency at C1 level (spoken and written).
Strong presentation and facilitation skills.
Excellent communication and interpersonal abilities.
Ability to simplify complex information and engage different learning styles.
Good knowledge of training methodologies and adult learning principles.
Proficiency in MS Office (especially PowerPoint and Excel).

Preferred Qualifications