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  • Posted: Jan 24, 2023
    Deadline: Feb 20, 2023
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  • Majorel Kenya designs, builds and delivers end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.
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    Trainer

    Description

    We are looking to hire a Trainer. As a 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

    • Introducing new hires to the company values, mission, and vision
    • New hire activation through client provided credentials
    • Training of new hire batches including offering all the necessary support during the onboarding and nesting phase
    • Reporting to the Operations, Training and Quality stakeholders on any significant activity during onboarding
    • Provide weekly feedback on the progress of new hire training to Training, Quality andOperations Manager
    • Introducing the new hires to the assigned supervisor post training phase

    Focused results Improvement

    • Work closely with supervisors and quality team to determine training needs
    • Prepare training materials needed to conduct an upskilling/refresher training
    • Conducting refresher training based on business needs
    • Creating assessments to measure success of conducted training
    • Attend 100% calibration sessions

    Training Content Creation

    • Develops program specific and related training curriculum and modules for Product, Soft-Skills and Culture and delivers training to new hires or existing staff to address training needs identified

    Knowledge Assessment

    • To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product ·
    • Drive update dissemination & coverage of new process product updates in the process
    • Drive closure on client assigned trainings & refresher modules

    Process Improvement

    • Evaluate Procedure impacts on results
    • Work closely with Ops and Quality team on employee development

    Operational Support

    • Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the TQC to the Operations Leaders
    • Back up for Solution Coaches (Audit, coaching and cascading updates)

    Requirements

    • Degree/Diploma in education, communication, HR or Public relations
    • Proficiency in MS office
    • Competency in C1 English and excellent grammar skills
    • Minimum 2 years’ experience preferably in a BPO sector
    • Overall understanding of customer service industry
    • Experience in managing new hire batches

    Method of Application

    Interested and qualified candidates should forward their CV to: jobs.kenya@majorel.com using the position as subject of email

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