Training Associate

• Our mission

Mo is about empowering Africans with high quality, premium phones that won't break the bank. We believe that quality mobile phones help create opportunity and prosperity and the way to get them in the hands of all Africans is through circular models. Our devices are sourced and refurbished internationally and are high-quality, affordable and have a positive sustainability impact. We offer them to consumers in attractive installment plans so they really are 'the smart choice'.

What we do

At the heart we are a technology marketplace that offers trust and transparency so that our users can opt for renewed products with confidence and ease. Our integrated financing solutions make them accessible for any budget. Every device we sell is backed by a solid in-house warranty. We work with the world's best refurbishing companies to offer our products in Kenya and soon across all of Africa and we have local operations out of Nairobi - supported by a globally distributed technology team.

The Position

Title: Training Associate
Seniority: Associate
Reporting to: MoPhones Sales Director
Location:    Nairobi, Kenya

Description

The Training Associate at MoPhones is responsible for recruiting, onboarding, and continuously developing both new and existing Online Sales Executives and Telesales Agents. This role ensures that newly hired agents successfully onboard and achieve a minimum of 4 sales per month while ensuring the entire sales team is aligned with company policies, evolving sales and credit processes, and online market trends.

The Training Associate plays a crucial role in equipping Online  Sales Executives and Telesales Agents with the knowledge, skills, and tools necessary to drive high-performance sales, improve customer acquisition, and enhance overall efficiency.

The ideal candidate will have a strong background in; Online selling platforms training i.e., Facebook, Instagram and TikTok, Direct online sales team management and capability building, Sales performance management, a knack for recruiting and motivating top sales agents talent within a zone, and a keen understanding of credit risk management and sales growth. This role reports to the Sales Director and works with one other Trainer in guiding newly hired agents toward sales success.

Responsibilities

1. Training Program Development & Execution

• Design, develop, and implement a comprehensive sales training module that leverages online selling on different platforms i.e., Facebook, Instagram, TikTok and Whatsapp while covering product knowledge, sales techniques and processes, customer engagement, portfolio management, and compliance.
• Ensure that training materials align with MoPhones' sales processes and tools, including Agent App, Airtable, and CRM systems.
• Ensure that training materials are vetted by Ops, CXC, Risk, PDT teams as well as Sales team leadership to ensure all topics are covered.
• Regularly update training materials to incorporate  market trends, policy and processes updates, and business objectives.
• Develop interactive training methods, including role-playing and sales simulations among others to enhance agent learning experiences.
  
  

2. Onboarding & Continuous Learning

• Manage the end-to-end onboarding process for new Sales Executives and Telesales Agents, ensuring they understand MoPhones' mission, processes, and sales strategies.
• Implement a blended learning approach that includes classroom training, practicals , and on job shadowing with Telesales and existing Agents.
• Foster a learning culture by organizing regular refresher sessions, skill enhancement workshops, and knowledge-sharing forums.

3. Performance Tracking & Coaching

• Establish clear KPIs for training effectiveness, such as Agents' productivity and Retention, lead conversion rates, sales growth, and customer satisfaction scores.
• Monitor agent performance post-training to identify skill gaps and provide targeted coaching.
• Work closely with the Sales Force Managers to evaluate individual and team performance, offering additional training/refreshers where needed.
• Implement a structured feedback mechanism, collecting insights from stakeholders, SFMs, SEs and Telesales Agents to continuously improve training effectiveness and Agents Performance.

4. Process Compliance & Best Practices

• Ensure that all sales team members adhere to MoPhones' sales processes, KYC (Know Your Customer) guidelines, and regulatory requirements.
• Conduct periodic assessments to measure compliance with standard operating procedures (SOPs).
• Train teams on fraud prevention, risk mitigation, and ethical selling to safeguard company interests.

5. Collaboration with Sales Leadership & Other Teams

• Work closely with the Sales Force Managers to align training programs with company goals and performance expectations.
• Partner with CX Team, Operations, and Credit Risk teams to ensure seamless sales-to-delivery execution.
• Collaborate with Marketing to train sales teams on Facebook Ads and Effectiveness, promotions, and customer engagement strategies.

6. Data-Driven Insights & Reporting

• Develop metrics-driven training reports that assess training effectiveness, agent productivity, and customer retention impact.
• Provide monthly training impact reports to senior management, including recommendations for improvement.
• Leverage Airtable and sales tracking dashboards and tools to monitor learning progress and identify areas for further skill development.

Qualifications:

• Bachelor's degree in Business, Sales, Marketing, or a related field, with over 2 years experience in training, preferably of commission based sales agents.
• Strong leadership and people management skills.
• Excellent understanding of managing sales agents within a zone.
• Excellent understanding of credit risk management.
• Ability to motivate, coach, and mentor commission based sales agents. 
• Exceptional communication and interpersonal skills.(verbal and written)
• Proficient in using sales tracking and CRM software.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Results-oriented with a track record of meeting or exceeding sales targets.
• Knowledge of the Kenyan mobile phone market is a plus.

Characteristics:

• Outcome driven with action bias
• Willing to go all out to support your team
• Also care deeply about their performance and holding them accountable for it
• Able to handle complications and challenges with ease
• Excitement to get your 'hands dirty'
• Sense of urgency and ownership

How we work at MoPhones

• We excel at collaboration, always placing company success over personal glory
• We disagree, then commit.  We understand the value of productive conflict. 
• We don't make excuses, and welcome regular honest feedback as key to growth 
• We understand that achieving great things involves taking smart risks 
• We believe that making mistakes is OK. 
• We think ambitiously, and have a bias towards action
• We prioritize ruthlessly and celebrate 'no'

Interested? Let us know at or

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