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Kenya I Trainer

Closing: May 30, 2024

1 day remaining

Published: Apr 30, 2024 (29 days ago)

Job Requirements


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Job Summary

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New Hire Onboarding and tenured employee upskilling

New Hire Onboarding and tenured employee upskilling


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\


     * To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product.\'a0\


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\


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\


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\

     * Ability to create good and strong work ties cross departments.\'a0}

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