Trainer

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

InteLogix is hiring a full-time Trainer for our on-site team in New Cairo, Egypt, supporting a U.S. education retail client's customer support center. You'll design and deliver classroom and systems training for new and existing Customer Service Representatives, covering products and services, policies, systems, communication and customer service skills, and track each trainee's progress to production readiness.

Responsibilities

- Design and deliver onboarding and initial training for newly hired Customer Service Representatives
- Plan and deliver refresher and ongoing training to reinforce knowledge and skills for existing agents
- Train on product and service knowledge, client policies and procedures, systems and tools, communication and customer service techniques
- Develop and update training materials, presentations, exercises and instructional content based on client requirements
- Keep training content current with the latest policies, procedures and approved updates
- Coordinate training schedules, learning objectives and program requirements with the training team
- Use varied, engaging training methods that support different learning styles
- Conduct written and practical assessments to evaluate knowledge, skills and retention
- Track attendance, individual progress and training results, and maintain accurate training records
- Provide constructive feedback and identify trainees who need additional support
- Prepare training completion and performance reports
- Identify knowledge gaps and recommend improvements to materials, delivery methods and programs

Qualifications

- University degree in any field strongly preferred; relevant experience considered in place of a degree
- At least 1 year of experience as a trainer in a customer service or contact center environment; experience delivering onboarding and refresher programs preferred
- Excellent presentation, public-speaking and classroom management skills
- Able to explain complex information simply and adapt training methods to different learning styles
- Experience developing training materials, presentations and instructional content
- Strong assessment and feedback skills, with the ability to track progress and prepare accurate training reports
- English proficiency at CEFR B2 or higher, spoken and written
- Proficient in Microsoft Office, especially PowerPoint, Excel and Word; familiarity with learning management systems and assessment tools preferred
- Able to work on-site in shifts within operating hours (Cairo time): Monday–Friday 1:00 PM–1:00 AM and Saturday 4:00 PM–10:00 PM, including late nights, U.S. holidays and peak-season overtime