Role Overview
The Trainer I at Teleperformance Kenya is responsible for assessing and evaluating the competency level of employees and conducting the training needed to upskill and close any observed knowledge gaps. The role is critical in ensuring that both new hires and tenured staff are equipped with the necessary knowledge and skills to deliver high-quality customer service in a BPO environment.
Key Responsibilities
New Hire Onboarding and 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 existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.
- Promote retention through effective use of questioning, presentation, and facilitation skills while providing feedback and coaching that enhances performance.
- Provide and manage a training environment that fosters trust, learning, and performance.
- Offer necessary support during the new hire onboarding and nesting phase.
- Collect new hire training feedback and submit it to the Training Supervisor.
- Document and maintain data and progress of new hire and existing employee training sessions.
Focused Results Improvement
- Deep dive into data or conduct evaluations to determine training needs.
- Conduct refresher training based on Customer Service Representative (CSR) performance and business needs.
- Measure the effectiveness of training sessions and prepare individual or team progress reports.
- Observe the daily operations of CSRs and identify areas for improvement.
- Participate in frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations, etc.) to maintain and enhance knowledge of the product.
Training Content Creation
- Develop educational materials, such as digital presentations, how-to manuals, and instructional videos.
- Consistently refurbish training content based on business product or procedure changes.
- Develop and maintain training materials including lesson plans, group activities, instructional methods, presentations, role-plays, and assessments.
Requirements and Qualifications
- Degree or Diploma in Education, Communication, Human Resources, or Public Relations.
- Minimum of 2 years of experience, preferably within the BPO (Business Process Outsourcing) sector.
- Proficiency in MS Office suite.
- Competency in C1 English and the specific client language being supported (if applicable).
- Excellent written, interpersonal, and conflict resolution skills.
- Ability to adapt well to change and successfully set and adjust priorities as needed.
- Overall understanding of the customer service industry.
- Experience in managing new hire batches.
- Previous experience in a similar training role.
- Strong facilitation abilities and mentoring skills.
- Excellent planning and time management skills.
- Ability to break down complex concepts into simple, understandable topics.
- Ability to solve practical problems and deal with a variety of variables in situations with limited standardization.
- Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.
- Ability to effectively present information and respond to questions from management, peers, and customers.
- Self-driven, proactive, and a team player.
- Ability to create strong work ties across departments.
How to Apply
Interested and qualified candidates should apply online by clicking the apply button provided. Only shortlisted candidates will be contacted due to the high volume of applications.
