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Open nowPosted 263 days ago

Contact Center Trainer

Techno Brain Group30 open roles

Where
Nairobi, Kenya
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Your applicationOpen nowContact Center TrainerTechno Brain Group · Nairobi, Kenya

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The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market. Techno Brain Group postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: posted 263 days ago

Techno Brain Group median: 1 days open

The posting

Position Overview We are seeking a skilled and enthusiastic Contact center Trainer to join our team. The Contact center Trainer will be responsible for designing, developing, and delivering comprehensive training programs for our call center agents. The ideal candidate should possess excellent communication and presentation skills, strong knowledge of call center operations, and the ability to create engaging and interactive training materials. The Contact center Trainer will play a crucial role in equipping our agents with the necessary skills and knowledge to provide exceptional service and achieve performance goals. Requirements Role and Responsibilities Design, develop, and deliver training programs and materials for contact center agents, ensuring alignment with organizational goals, objectives, and industry best practices. Conduct training sessions, both in-person and virtually, to educate agents on contact center operations, customer service techniques, product knowledge, systems and tools usage, and company policies and procedures. Create engaging and interactive training materials, including presentations, job aids, e-learning modules, and assessments, to enhance learning retention and transfer of knowledge. Collaborate with subject matter experts, supervisors, and other stakeholders to identify training needs and develop appropriate content and materials. Evaluate training effectiveness through assessments, knowledge checks, and feedback sessions, and make necessary adjustments to training programs to ensure continuous improvement. Provide individual coaching and support to agents, addressing performance gaps and helping them develop the necessary skills and knowledge to meet performance goals. Keep up to date with industry trends, best practices, and emerging technologies related to contact center operations and customer service and incorporate relevant information into training programs. Stay informed about changes in products, services, systems, and policies, and update training materials and content accordingly. Assist with onboarding new agents, conducting orientation sessions, and ensuring a smooth transition into their roles. Collaborate with supervisors and quality assurance teams to identify performance improvement opportunities and provide targeted training interventions as needed. Maintain accurate records of training activities, attendance, and performance evaluations. Learner retention rate. Job performance impact. Experience Profile Proven experience as a Contact center Trainer or in a similar role within a contact center environment. Strong knowledge of contact center operations, customer service principles, and best practices. Excellent communication and presentation skills, with the ability to deliver training sessions in an engaging and impactful manner. Proficiency in instructional design principles and adult learning techniques. Experience creating training materials and utilizing various training delivery methods, including classroom training, e-learning, webinars, and on-the-job training. Familiarity with learning management systems (LMS) and other training technology platforms. Strong analytical and problem-solving skills, with the ability to assess training needs, evaluate training effectiveness, and make data-driven recommendations for improvement. Ability to establish rapport and build relationships with trainees, supervisors, and stakeholders at all levels of the organization. Flexibility to adapt training content and delivery methods to meet the diverse needs and learning styles of trainees. Detail-oriented with strong organizational and time management skills to effectively manage multiple training projects and priorities. Ability to work independently and collaboratively in a team-oriented environment.

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