Specialist Operations Training

Job description

Company Description Talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description Develops engaging training programs and interactive learning solutions for call center operations, including onboarding and continuous education. The role collaborates with SMEs and Operations teams to design curriculum, gamified e-learning content, simulations, and performance support materials that improve learner engagement, consistency, and operational performance. WHAT’S ON YOUR PLATE? 1. Curriculum Design & Development: Lead the end-to-end design process using the structured learning paths for New Hire and Continuing Education programs, Preferably SAM Develop comprehensive Facilitator Guides, Participant Workbooks, and Visual Aids that empower delivery trainers to achieve 100% curriculum consistency. Conduct thorough Task Analyses and Needs Assessments by collaborating with Subject Matter Experts (SMEs) and Operations Managers. 2. Gamification & Interactive Media: Architect gamified learning modules utilizing branching scenarios, simulations, and incentive-based mechanics (points, badges, leaderboards) to drive engagement. Build interactive e-learning modules, high-fidelity simulations, and digital job aids that mimic our actual call center environment. Create SCORM-compliant e-learning assets and interactive videos using rapid-authoring tools – Canva, Adobe Apps and MS Office. Design "sandbox" environments that allow learners to practice system navigation (CRM/Dialer) in a risk-free setting. 3. Continuous Improvement: Maintain the version control. Perform regular "content audits" to identify and refresh outdated or underperforming training modules. Qualifications Minimum of 2 years of experience as a Trainer with solid content creation experience. Candidates must have first-hand experience managing the learner's journey from the front of the room. Proficiency in Genially is preferred. Excellent Communication skills. Strong leadership & people management skills. Additional Information