Vacancies at Africa Management Solutions Limited (AMSOL)

Key Responsibilities:

• Provide overall coordination of Well-being and Mental Health Psychosocial Support Services (MHPSS) Demonstrate flexibility to adapt to changing requirements and needs and willingness to work across different shifts
• Ability to communicate effectively with people from diverse backgrounds and cultures
• Provide a safe outlet and relief to staff through counselling in order to enhance their productivity
• Ability to handle issues with empathy and provide a safe outlet and relief to staff though individual and group counselling in order to enhance their productivity.
• Plan, coordinate and facilitate the counselling process through group process, individual sessions and well- being engagement activities
• Psychologically empower staff in the effort to manage stress and burnout.
• Provide continuous psychological assessments and identify areas of support required
• Working with the training and policy team to develop curriculum for personal development and wellness programmes
• Identify emerging trends from counseling sessions and advise management on strategies to manage and enhance employee wellness
• Manage the counseling team’s scheduling and work plans and submit periodic reports and statistics related to counseling and supervision activities.
• Manage the counseling team’s self-care programme through support and supervision to avoid burnout and vicarious traumatization
•  Ensure that all documentation is completed in a timely and professional manner
• Ensure that all work with clients is confidential and that ethical practices are observed at all times
• Any other duties as may be assigned from time to time

Minimum Qualifications:

• Bachelor degree in Social Sciences, Psychology, Counseling or related field
• Training in Trauma and Psychological Debriefing
• Trainer of Trainers (ToT)
• At least 3 years’ experience in provide trauma and workplace counselling
• Member of KCPA or other recognized accredited body for counselors
•  Leadership and administrative skills an added advantage
• Excellent reporting skills and communication skills, with the ability to maintain neutrality, impartiality and confidentiality in all aspects of work undertaken
• Excellent skills in organization, attention to detail and time management (including the ability to meet deadlines)

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About the Job:
In preparation for organization’s next phase of growth, we are searching for a seasoned and committed Wellbeing coach. This role will provide a robust support system to offer real time counseling and wellbeing support services and advice to all staff. You will serve as a support partner to the Wellbeing Lead and report directly to this role.

Key Responsibilities:

• Assist and support provision of a safe outlet and relief to staff through counselling in order to enhance their productivity.
• Provision of resilience counselling, support to staff,planning and facilitating group counseling processes.
• Psychologically empower staff in an effort to manage stress and burnout.
• Assist in the provision of continuous psychological assessments and identify areas of support required.
• Supporting the Wellbeing lead and the training team to develop curriculum for personal development and wellness programmes.
• Assist to identify any trends from counseling sessions and advise the Well Being Lead on strategy
• Supporting the Wellbeing Lead to schedule and plan for counseling and wellbeing sessions and develop periodic reports.
• Ensure that all documentation is completed in a timely and professional manner
• Ensure that all work with clients is confidential and that ethical practices are observed at all times
• Any other duties as may be assigned from time to time

Minimum Qualifications:

• Bachelor degree in Psychology, Counseling or a related field.
• Excellent interpersonal and communication skills, with the ability to maintain neutrality, impartiality and confidentiality in all aspects of work undertaken.
• Good report writing and observational skills.
• Ability to handle issues with empathy .
• Excellent skills in organization, attention to detail and time management (including the ability to
  meet deadlines)
• Ability to communicate effectively with people from diverse backgrounds and cultures.
• Demonstrated flexibility to adapt to changing requirements and needs and willingness to work across different shifts

Preferred Qualifications:

• At least 2-3 years’ experience in providing trauma and workplace counselling.
• Masters in Psychology, Counselling or a related field
• Member of KCPA or other recognized accredited body for counselors.

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About the Job:

• As a Training Manager, you will be responsible for overseeing the performance of the training team and ensuring that all project guidelines and instructions are understood and practiced by our workers.

Key Responsibilities:

•  Provide an overview of performance of Training team on bi-weekly basis
• Oversee performance of the trainers, performance of new hire onboarding, and reporting to the Clients’ Training Team
• Develop proactive training strategies to improve quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
•  Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
• Discuss/review with client trainers on class observation process
• Ensure adherence of Training Team Key Performance Indicators
• Attend all Train the Trainers and training related meetings with client training team
• Attend and participate on Global Quality Calibration Session
• Attend Weekly Business Reviews, and Monthly Business Reviews
• Support the planning, scheduling, and coordination of all required training for their sites
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
•  Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
• Ensure complete, accurate and timely data collection and communication by trainers
• Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
• Monitor new hire knowledge before and after training to help determine follow-up training required

Minimum Qualifications:

• 4+ years of experience in a training leadership role in an Operations environment.
• Previous minimum 3+ years of experience in a training delivery role, preferably in an international environment
• Bachelor’s degree in a training and development related field

Preferred Qualifications:

• Good knowledge of Quality/Process Improvement techniques
• High level of energy, drive, enthusiasm, initiative, and commitment
• Excellent communication, consulting, influencing and interpersonal skills.
• Proven track record of collaborating with cross-functional groups to produce results
• Passion for ensuring a world-class support experience for our community
• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams

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About the Job:

• As a Trainer, you will closely work with the Training Manager and help him/her provide standard or specialized teaching, technical training or counseling in a designated area as per Company requirements.

Key Responsibilities:

• New Projects: Implement trainings for new projects smoothly right from selection of the trainees to certification
•  Maintain and observing quality standards in content delivery
• Provide timely training feedback to Training Manager
• Training Allowance: Ensure that training allowance budgets and final payouts are accurate, aligned with organisation’s data and requests are sent on time.
• New Workflows: Liaise with the AMs, QA and TL of the projects which have new workflows and ensure that the new instructions are well relayed to the agents, assess agents’ grasp based on the performance indicators and certify the agents after training.
• Refresher Training: In case of any need for refresher training as may be requested by the AMs, assess the areas of need and conduct the refresher training to address the problem.
• Induction: Conduct Induction training for all new employees.
• Training Material: Source and compile training material and keep training material up-to-date
• Support the organization’s course rollout and implementation
• Support learners during training and collect training data/course feedback for each cohort.
•  Manage and keep track of learner progress and performance through the e-Learning platform.
•  Other duties as may be assigned

Minimum Qualifications:

• A Bachelor’s Degree in Education, Business Administration or Human Resource Development with a focus on learning and development/ training, Organizational Development, or other related fields.
• Certification in training/ or as a trainer, with a minimum of 2 years training experience is an added advantage
• Experience in workforce development/ learning and development.
•  Experience in teaching/ training young adults.

Preferred Qualifications:

• A Bachelor’s Degree in Computer Science with a focus on learning and development/ training or; 2 to 3 years experience in training within the BPO industry for technical assignments
• Certification in training/ or as a trainer
• Fluency in both English and Kiswahili as a language of instruction.
• Knowledge and experience of computers and computer packages.
• A good understanding of e-Learning techniques. Participation in an online or blended program
• Experience teaching/training in underprivileged communities