Kenya |Trainer | Nairobi

4 weeks ago

Nairobi, Nairobi Area, Kenya Majorel Kenya Limited Full time

ABOUT THE COMPANY

Majorel supports clients all over the world to successfully shape their customer relationships. More than 79,000 employees in 41 countries over 127+ sites design and implement customized solutions for this purpose (For updated numbers refer Majorel website ).

We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today's rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability, and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it's the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

JOB SUMMARY

Trainer

RESPONSIBILITIES

TrainerResponsibilitiesNew 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.Knowledge Assessment * Drive update dissemination & coverage of new process product updates. * Drive closure on client assigned trainings & assessments. * Design and implement product, soft skills knowledge assessments followed by required refresher sessions on the floor.Reporting and Process Improvement * Evaluate procedure impacts on results. * Work closely with operations and quality team on employee development. * Assist in daily administration of the Learning Management System. * Mentor and coach apprentice trainers or train newly assigned trainers.Operational Support * Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the Training & Quality supervisor/Manager to the Operations Leaders. * Back up for Solution Coaches when required (Audit, coaching and cascading updates). * Work in conjunction with the Quality Assurance team to ensure training and quality goals are met.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.

REQUIRED SKILLS

Planning, Time management, Mentoring and coaching, Training delivery, Human resource and personnel development, Customer service, Office tools: Word, Excel, Outlook

REQUIRED EDUCATION

Diploma, Associate's degree

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