Trainer

Responsibilities

Training and Onboarding

• Manage new hire onboarding and tenured employee upskilling.
• Introduce new hires to the company's values, mission, and vision.
• Facilitate new hire activation through client-provided credentials.
• Set up and maintain training facilities and related training materials.
• Deliver training to engage and stimulate employees, promoting knowledge transfer and skill application.
• Promote retention through effective use of questioning, presentation, and facilitation skills while providing coaching to enhance performance.
• Manage a training environment that fosters trust, learning, and performance.
• Offer support during the new hire onboarding and nesting phases.
• Collect and submit training feedback to the Training Supervisor.
• Document and maintain data on training progress for all employees.

Focused Results Improvement

• Conduct evaluations and deep dive into data to determine training needs.
• Conduct refresher courses based on CSR performance and business needs.
• Measure training effectiveness and prepare individual or team progress reports.
• Observe daily operations of CSRs to identify improvement areas.
• Participate in frontline activities (buzz sessions, process updates, quality calibrations) to maintain product knowledge.

Training Content Creation

• Develop educational materials, including digital presentations, manuals, and instructional videos.
• Refurbish training content based on business products or procedural changes.
• Maintain lesson plans, group activities, and assessments.

Requirements

• Degree/Diploma in Education, Communication, HR, or Public Relations.
• Minimum 2 years of experience, preferably in a BPO sector.
• Proficiency in MS Office.
• Competency in C1 English (and any relevant client language).
• Excellent written, interpersonal, and conflict resolution skills.
• Adaptability to change and ability to adjust priorities.
• Understanding of the customer service industry.
• Experience in managing new hire batches.
• Strong facilitation and mentoring skills.
• Excellent planning and time management abilities.
• Ability to break down complex concepts into understandable topics.
• Self-driven, proactive, and a team player.

How to Apply

Interested and qualified candidates should apply using the application button provided on the recruitment portal at https://www.myjobmag.co.ke/job-application/1164326. Only shortlisted candidates will be contacted.