Trainer / Talent Developer (FR/ENG) - M/F - Rabat
Company sector : Call Center
COMPANY :
20 years of expertise serving exceptional customer relations.
Entirely based in Morocco, Marketing Call Center has embodied excellence in customer relations, offshoring, and multi-channel management for two decades. As a key player, we manage high-value customer management systems daily for major brands, whether they are Moroccan, European, North American, or Asian.
Supported by the involvement of over 700 experienced talents, our structure delivers tailor-made services for demanding markets in Europe, North America, and Asia. Our promise: to combine performance, rigor, and personalization in every customer interaction.
True to our Moroccan DNA, we place human capital and operational excellence at the heart of our strategy. Our teams evolve in a structured, dynamic, and meaningful professional environment, fostering commitment, innovation, and growth.
Joining Marketing Call Center means becoming part of a 100% Moroccan success story open to the world, and actively contributing to redefining international customer relations standards.
Company culture :
Marketing Call Center is built around a predominantly cooperative culture, where people, trust and teamwork guide daily operations. The company favors a close management style focused on support, empowerment and strong human relationships. This collaborative foundation is complemented by an innovative mindset that stimulates creativity and initiative, alongside a performance-driven approach based on clear objectives. Structured organizational practices further contribute to operational efficiency and reliability.
Job :
Reporting to the Training/Quality Manager, you will be responsible for the operational excellence of our teams. Your main responsibilities will be:
- Training Delivery: Provide initial (onboarding) and ongoing training (products, updates, soft skills) to customer advisors.
- Training Design: Design and update training modules, educational materials, and evaluation quizzes.
- Support: Ensure post-training follow-up ("nesting") and close coaching to guarantee KPI achievement.
- Analysis: Identify performance gaps and propose corrective action plans (workshops, refreshers).
- Reporting: Monitor training indicators (success rate, satisfaction, attendance) and report to management.
Required profile :
We are primarily looking for a pedagogical, dynamic, and rigorous personality.
Language: Perfect command of French and English, both spoken and written.
Experience:
Proven experience as a Trainer in a call center
Technical Skills: Proficiency in office tools (PowerPoint, Excel) and group training techniques.
Soft Skills:
* Excellent communication and interpersonal skills.
* Patience, active listening, and empathy.
* Ability to unite and motivate a group.
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