Contact Center Trainer - eMobility - Nairobi

What You'll Do

• Designing and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules.
• Designing role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements.
• Conducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence.
• Leading nesting programmes and providing hands-on coaching during agents' transition to the live working environment.
• Monitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps.
• Partnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards.
• Tracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training — and reporting on these regularly.
• Maintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library.
• Collaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights.

Expertise & Requirements

• Minimum 3 years of training experience within a contact centre environment.
• Demonstrated ability to design and deliver engaging training content across multiple formats.
• Experience with virtual training tools such as Zoom or Microsoft Teams.
• Familiarity with contact centre systems — CRM, telephony, and quality monitoring tools.
• Ability to create multimedia training content including videos, interactive modules, and job aids.