Trainer – Collections, Retention & Telesales

About the role

Iqor is seeking a dynamic Trainer to lead and develop a team of customer service representatives working in collections, retention and telesales. The role focuses on delivering high‑impact training, coaching staff and driving performance across the call‑center environment.

Key responsibilities

• Design, deliver and continuously improve initial and ongoing training programmes for collections, retention and telesales agents.
• Prepare all training materials, logistics and documentation to ensure smooth sessions.
• Assess trainee performance, provide feedback and create personalised improvement plans.
• Update training modules in line with the Training Department’s charter and share best‑practice insights.
• Coach and mentor a team of agents, monitoring key performance indicators and supporting their professional growth.

Required profile

• Fluent in English and Arabic, both spoken and written.
• At least 6 months experience as a Trainer within a BPO or call‑center setting.
• Strong communication, negotiation and customer‑oriented mindset.
• Analytical and synthetic thinking with the ability to translate data into actionable training.

Required skills

• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).