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Majorel Kenya Limited
Kenya I Trainer
Nairobi, Kenya
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Workforce Group
CLOSEDTechnical & Training Assistant
Lagos, Nigeria
Closing: May 30, 2024
18 days remainingPublished: Apr 30, 2024 (13 days ago)
Job Requirements
Education:
Work experience:
Language skills:
Job Summary
Contract Type:
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New Hire Onboarding and tenured employee upskilling
Responsibilities
New Hire Onboarding and tenured employee upskilling
Responsibilities
New Hire Onboarding and tenured employee upskilling\'a0\
* Introducing new hires to the company values, mission, and vision\'a0\
* New hire activation through client provided credentials.\'a0\
* Set up and maintain training facilities and related training materials.\'a0\
* Deliver training to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.\'a0\'a0\
* Promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance.\'a0\'a0\
* Provide and manage a training environment that fosters trust, learning, and performance.\'a0\
* Offering all the necessary support during new hire onboarding and nesting phase.\'a0\
* Collecting new hire training feedback and submitting the same to the Training Supervisor.\'a0\
* Documenting, maintaining data and progress of new hire/existing employee trainings.\'a0\
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Focused results Improvement\uc0\u8239 \'a0\
* Deep dive into data or conduct evaluations to determine training needs.\'a0\
* Conducting refreshers based on CSR performance and business needs.\'a0\
* Measuring the effectiveness of training sessions and preparing individual or team progress reports.\'a0\
* Observing the daily operations of CSRs and identifying any areas of improvement.\'a0\
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* To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product.\'a0\
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Training Content Creation\'a0\
* Developing education materials, such as digital presentations, how-to manuals, and instructional videos.\'a0\
* Consistently refurbish training content based on business product or procedure changes.\'a0\
* Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.\'a0\
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Knowledge Assessment\'a0\
* Drive update dissemination & coverage of new process product updates.\'a0\
* Drive closure on client assigned trainings & assessments.\'a0\
* Design and implement product, soft skills knowledge assessments followed by required refresher sessions on the floor.\'a0\
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Reporting and Process Improvement\uc0\u8239 \'a0\
* Evaluate procedure impacts on results.\'a0\
* Work closely with operations and quality team on employee development.\'a0\
* Assist in daily administration of the Learning Management System.\'a0\
* Mentor and coach apprentice trainers or train newly assigned trainers.\'a0\
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Operational Support\'a0\
* Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the Training & Quality supervisor/Manager to the Operations Leaders.\'a0\
* Back up for Solution Coaches when required (Audit, coaching and cascading updates).\'a0\
* Work in conjunction with the Quality Assurance team to ensure training and quality goals are met.\'a0\
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Requirements\uc0\u8239 \
* Degree/Diploma in education, communication, HR or Public relations\'a0\
* Minimum 2 years\'92 experience preferably in a BPO sector.\'a0\
* Proficiency in MS office\'a0\
* Competency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills.\'a0\
* Adapt well to change and successfully set and adjust priorities as needed.\'a0\
* Overall understanding of customer service industry\'a0\
* Experience in managing new hire batches.\'a0\
* Previous experience in a similar role.\'a0\
* Strong facilitation abilities and mentoring skills.\'a0\
* Excellent planning and time management skills.\'a0\
* Ability to breakdown complex concepts into simple, understandable topics\'a0\
* Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.\'a0\
* Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.\'a0\
* Ability to effectively present information and respond to questions from management, peers, and customers.\'a0\
* Self-driven, proactive and team player.\'a0\
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