Trainer I | TP Kenya

The trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.

Responsibilities

• New Hire Onboarding and tenured employee upskilling
• Introducing new hires to the company values, mission, and vision
• 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 and providing feedback and coaching that enhances performance.
• Provide and manage a training environment that fosters trust, learning, and performance.
• Offering all the necessary support during new hire onboarding and nesting phase.
• Collecting new hire training feedback and submitting the same to the Training Supervisor.
• Documenting, maintaining data and progress of new hire/existing employee trainings.

Focused results Improvement

• Deep dive into data or conduct evaluations to determine training needs.
• Conducting refreshers based on CSR performance and business needs.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Observing the daily operations of CSRs and identifying any areas of improvement.
• To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product.

Training Content Creation

• Developing education materials, such as digital presentations, how-to manuals, and instructional videos.
• Consistently refurbish training content based on business product or procedure changes.
• Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.

Requirements

• Degree/Diploma in education, communication, HR or Public relations
• Minimum 2 years experience preferably in a BPO sector.
• Proficiency in MS office
• Competency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills.
• Adapt well to change and successfully set and adjust priorities as needed
• Overall understanding of customer service industry
• Experience in managing new hire batches.
• Previous experience in a similar role.
• Strong facilitation abilities and mentoring skills.
• Excellent planning and time management skills.
• Ability to breakdown complex concepts into simple, understandable topics
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• 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 team player.
• Ability to create good and strong work ties cross departments.

We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.