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Management Trainer

4 months ago

gurgaon, India noon Full time
Job Title: Trainer
About noon
noon.com is a technology leader with a simple mission: to be the best place to buy and sell things. In doing this we hope to accelerate the digital economy of the Middle East, empowering talent and businesses to meet the full range of consumers' online needs.
noon operates without boundaries; we are aggressively and voraciously ambitious. Starting in 2017 with noon.com, the region’s homegrown e-commerce platform and leading online shopping destination, noon is now a digital ecosystem of products and services - noon, noon Daily, noon Food, NowNow, SIVVI, noon VIP, and noon Pay.
At noon we have the courage to pursue what seems impossible, we work hard to get things done, we go to great lengths to ensure that the experience of everyone from our customers to our sellers or noon Bandidos is stellar but above all, we are grateful for the opportunities we have. If you feel the above values resonate with you – you will enjoy this incredible journey with us
Job Description
Who are we?
At noon, we aspire to be the most customer-centric and relevant digital company in the region. To reach this goal, we need exceptionally talented, bright, and driven people who love the hustle. If you'd like to help us build a place where everyone can find and buy anything online in the region, this is your chance to make history.
What will the role look like?
You will:
Develop process notes and training content, including workbooks and assessments.
Conduct frequent TNA (trained need analysis) to understand the knowledge gap and design modules to address it.
Train all new hires, prepare them for the role, and own the responsibility of critical KPIs for the first 45 days (nesting period).
Identity critical issues in the process and take full ownership of bridging the gap
Develop individual improvement plans and train non-performers
Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issues
Own the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the process
Roll out process changes and related comms
Own KB (Knowledge Base), review and develop KB, and ensure it’s always relevant.
Improve overall CSAT score
Attributes to succeed in the role
Skills experiences and behaviors required
Proven experience in the classroom, online, and blended training delivery of min 4-5 out of which min 2 years as a master trainer.
Practical implementation experience of ADDIE and Kirkpatrick evaluation Models
Well-versed with Microsoft PowerPoint and Microsoft Word
Proficient in giving structured performance feedback to the trainees both written and verbal.
Experience working on cross-organizational projects that directly or indirectly improved the customer experience.
Strong problem-solving, communication, and team skills
Fluent in English and Arabic (both written and spoken)
Ability to work in a fast-paced environment
Who will excel?
We’re looking for candidates who thrive in a fast-paced, dynamic start-up environment. We’re searching for problem solvers, people who operate with a bias for action and have a deep understanding of the importance of resourcefulness over reliance. Candor is our only default. Demanding unequivocal high standards should be non-negotiable because quality matters. We want people who are radically candid, cohorts who commit to settling for nothing but the best - in hiring, in accepting work from colleagues, and in your own work. Ours is not an easy mission, but it is a meaningful one. Every hire must actively raise the bar of talent in the company to help us reach our vision.
Is this you?