Contact Center - Training Manager - Jobs in Kenya

Contact Center - Training Manager - Jobs in Kenya

Our client an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire an experienced candidate Training Manager.

With a focus on quality, the manager is responsible for the Designing, Development, Implementation and Change Management of the training efforts.

Location:

  • Nairobi

    Key Role:

    Coaching and training both new recruits and experienced agents, help the call center meet its most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition

    Roles and Responsibilities

  • Evaluate needs of company and plan training programs designed to fill these gaps
  • Train new hires and existing staff on account specific modules and requirements , when applicable
  • Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
  • Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
  • Provide support to new agents during the nesting period by scheduling coaching sessions.
  • Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness
  • Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents
  • Conduct continuing education training on core sales process, ancillary products, and provider specific requirements
  • Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops
  • Assist with the development of strategic training plans
  • Identify and assess future and current training needs based on business objectives and agent performance
  • Draw an overall or individualized training and development plan that addresses needs and expectations
  • Deploy a wide variety of training methods to promote trainee engagement,
    interaction, and success
  • Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

    Skills and Qualifications
  • Bachelor’s Degree- HR / IT / Business
  • Minimum 5 years of work experience in a Call Center training & quality environment
  • Project management experience is desirable
  • Quality Assurance experience must have or
  • Customer service Management
  • Experience in supporting, supervising and motivating professional staff
  • Successful track record in designing and executing successful training programs
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
  • Ability to interact with employees at all levels and work with a diverse group of people
  • Understands call center key metrics and possess strong analytical skills
  • Strong training and motivational skill-set
  • Customer Service, Emphasizing Excellence
  • Passionate about learning and excited about the prospect of leading by example.

    How to Apply:
  • Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time telephone number to the email address: jobs@hcsafrica.com by 16th June 2019
  • With Contact Center Training Manager on the Subject line.
  • Candidates MUST indicate their Current & Expected Salaries.
  • For more information and job application details, see; Contact Center - Training Manager - Jobs in Kenya

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