Contact Center Training Manager Job in Nairobi

Our client an outstanding contact center and Business Process Outsourcing (BPO) Company is looking to hire an experienced candidate Training Manager.

With a focus on quality, the manager is responsible for the Designing, Development, Implementation and Change Management of the training efforts.

Industry: BPO Outsourcing

Location: Nairobi

Key Role: Coaching and training both new recruits and experienced agents, help the call center meet its most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition

Roles and Responsibilities

  • Evaluate needs of company and plan training programs designed to fill these gaps
  • Train new hires and existing staff on account specific modules and requirements , when applicable
  • Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
  • Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
  • Provide support to new agents during the nesting period by scheduling coaching sessions.
  • Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness
  • Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents
  • Conduct continuing education training on core sales process, ancillary products, and provider specific requirements
  • Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops
  • Assist with the development of strategic training plans
  • Identify and assess future and current training needs based on business objectives and agent performance
  • Draw an overall or individualized training and development plan that addresses needs and expectations
  • Deploy a wide variety of training methods to promote trainee engagement, interaction, and success
  • Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

Skills and Qualifications

  • Bachelor’s Degree- HR / IT / Business
  • Minimum 5 years of work experience in a Call Center training & quality environment
  • Project management experience is desirable
  • Quality Assurance experience must have or Customer service Management
  • Experience in supporting, supervising and motivating professional staff
  • Successful track record in designing and executing successful training programs
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
  • Ability to interact with employees at all levels and work with a diverse group of people
  • Understands call center key metrics and possess strong analytical skills
  • Strong training and motivational skill-set
  • Customer Service, Emphasizing Excellence
  • Passionate about learning and excited about the prospect of leading by example.

To Apply:

Applicants who meet the requirements stated above should send their applications and detailed CVs with a day – time telephone number to the email address: jobs@hcsafrica.com
With Contact Center Training Manager on the Subject line.

Candidates MUST indicate their Current & Expected Salaries.





Job Summary:
Job Title
Job Category
Job Type
Company / Organization
Approx. Salary
Job Opening Date
Job Expiry Date
Job Details
Job Location
Nairobi

Nairobi, Kenya
N/A

Nairobi County

Kenya
Business Administration, HR and Administration, ICT and Technology
Updated: May 20, 2019 — 9:20 pm