Jobs at SunCulture

About the role

The Call Center Training officer is responsible for assessing the quality of the performance of the call center teams dealing with our existing and potential customers. The incumbent will monitor the inbound and outbound call and email responses to assess the team members’ demeanor, technical knowledge on products and processes, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, implementing and training the call center on quality, processes and procedures; as well as making recommendations on training to be done in order to improve the overall SunCulture customer experience.

Key Responsibilities

Training Enhancement

• Spearhead Curriculum Development based on training needs.
• Develop Weekly, Monthly, Quarterly and Yearly training Calendar the monthly to be  completed by the 5th day of every month/ quarterly training needs
• Drive content development and Update of the Knowledge portal across all touch points – Target 80%
• Design and ensure training aids are relevant and up to date.
• Ensure submission of all attendance registers and candidate scores after training sessions.
• Developing call centers’ education materials, such as digital presentations, how-to manuals, and instructional videos.
• Training experienced employees on new or updated call center procedures to improve their performance.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Be proactive and answer team member questions, helps with team member problems, and oversee team member work for quality and guideline compliance;
• Maintain a positive, empathetic, and professional attitude toward customers at all times;
• Assess employees’ skills, performance and productivity to identify training needs and areas of improvement in consultation with managers.
• Develop individualized and group training programs that address specific call center and customer service needs.
• Develop training manuals that target tangible results from all the call center agents i.e PAY-G, Telesales, SSCs and After Sales teams.
• Implement effective and purposeful training methods coiled towards improving customer experience and ensuring efficiency of the call center teams.
• Effectively manage the training budget in events whereby external training agencies have to be sourced.
• Drive brand values and philosophy through all training and development activities.
• Create a curriculum to facilitate strategic training based on the organization’s goals.
• Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
• Manage the technologies and technical personnel required to develop, manage and deliver training.
• Keep abreast of training trends, developments and best practices.
• Develop and manage a team of call center analysts and trainers in order to ensure the expected efficacy levels are achieved. 

Training Delivery

• Monthly Training Needs analysis for all touch points.
• Develop and administer accreditation tests for all training.
• Ensure relevance of content and ease of use of the knowledge portal.
• Develop Knowledge assessments for all touch points and ensure assessments are done across all touch points-Quarterly
• Ensure Weekly and Monthly training outcome reports to partners and all relevant touch point
• Ensure Candidate output of 95% of both internal and partner classes assigned
• Conduct weekly mystery shopping for new running campaigns and share feedback to the leads with action points  

Does This Sound Like You?

• A degree in  Communication, Customer Relations, Public relations, or any relevant field
• At least 2 years experience in working in a call center as a trainer and providing support to call center teams;
• Knowledge of call center terminology, applications, and metrics.
• Excellent verbal, written, and interpersonal communication skills;  
• Outstanding customer service skills and dedication to providing exceptional customer care;  
• Hands-on, detail-oriented, and a self-starter with strong execution skills with a roll-up sleeves mentality;
• Bilingual with excellent technical, interpersonal, and analytical skills.
• Excellent communication skills able to deal with people at all levels inside and outside SunCulture;
• Ability to multitask and successfully operate in a fast-paced, team environment;  
• Must adapt well to change and successfully set and adjust priorities as needed;  
• Must be proficient with CRM tools and analytics with excellent Microsoft office (intermediate Word, basic Excel).

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Key Responsibilities

Recruitment

• Continually develop and iterate the hiring process to cooperate best practices and eliminate bias in order to recruit the best people for SunCulture.
• Ensure all roles at SunCulture are properly documented through JDs by drafting JD’s, updating the recruitment tracker, and getting budgetary approval for roles above budget
• Collaborate with all departmental heads to align on their requirements for each role and agree on timelines for execution
• End to end publishing, shortlisting, and vetting of candidates through online and/or onsite interviews with clear back thought to fantastic candidate experience
• Follow best practice through handling viable and extensive background checks to ensure that due diligence is handled when dealing with hires

Service Delivery & Information

• Ensure day-to-day operations of People-related functions are addressed in a timely, efficient, and proactive manner. The objective is to deliver transactions in alignment with agreed HR service standards specifications. 
• Maintain a response timeline of 24 hours and a resolution timeline for employee requests of 3 working days.

Data Integrity:

• Ensure data integrity of SunCulture HRIS tools and systems
• Ensure 95% completeness and accuracy of employee data on Fresh Teams.
• Ensure 95% completeness of employee documentation uploaded to Fresh Teams.
• Work with the Head of People & Culture to track and update the People dashboard with departmental metrics, monthly and quarterly expenses.

Employee Engagement

Onboarding

• Create and update an onboarding process document to guide the onboarding processes of new hires.
• Manage the onboarding of new hires to ensure seamless integration and optimize new hire productivity.
• Maintain an on-boarding rating of 8/10.
• Run 30, 60, and 90-day check-ins for new hires and use this data to enhance the onboarding process from time to time.
• Maintain a satisfaction rating of 7/10 for each check-in period.
• Collaborate with the Head of People & Culture on the improvement of the onboarding process
• Identify process improvements regarding onboarding at least once bi-annually.

Offboarding

• Work with the Head of People & Culture to manage the offboarding process for employees.

Organization Design

• Lead the development & crafting of NBO People processes documentation.
• Coordinate the creation & tracking of process templates to aid business continuity within the People team.
• Assist in the development & implementation of SunCulture policies & procedures in collaboration with the Head of People & Culture.
• Update local intranet sections with policies, birthday & general employee information/data.

Performance Management

• Manage the on-boarding sessions with new hires on Performance Management
• Develop content, conduct presentations & facilitate learning sessions for staff on the performance management process.
• Coordinate PIP processes

Does This Sound like you?

1. Bachelors degree in social science, or other HR-related fields.
2. At least Kenya HR certification – KNEC or CHRP
3. Interact with diplomacy & tact & follow-up on requests in timely & efficient manner.
4. Must exhibit high levels of professionalism, integrity & ethical values at all times.
5. Ability to maintain confidentiality on all issues & use judgment to execute duties & responsibilities.
6. Experience in HRIS, HR analytics, and other relevant computer applications.
7. Working knowledge of in-country employment regulations, e.g. Kenyan labor/employee relations statutes & capacity to apply them to SunCulture Kenya.
8. Ability to intervene with all levels of staff, partners & contractors, individuals from diverse cultures, & the public with diplomacy & firmness.
9. Excellent written, oral & interpersonal communication skills with the ability to work as a team member.
10. Objectivity & the ability to apply People rules & regulations in a fair & consistent manner.
11. Ability to plan & prioritize own work under tight deadlines, be organized, take ownership of your work
12. An agile trainer capable of training and being trained and be very resilient and flexible