Startimes Media Trainer Jobs In Kenya

Call Centre Trainer Jobs at Startimes Media Kenya

Department: Operations
Reports to: Operations Director

Objective of the position

• The Call Center Trainer is responsible for training call center agents.
• This position conducts On the Job Training, agent coaching and knowledge testing to execute the tasks assigned to call center agents.
• The Call Center Trainer is also responsible for updating, enhancing and producing training materials, identifying and recommending ongoing / new training in alignment with call center customer service philosophy and business needs.

Trainer Job Duties and Responsibilities

• Assess training needs of agents.
• Development and maintenance of training curriculum.
• Training and Quality Assurance team, as needed, to achieve overall goals and objectives
• Conduct coaching sessions with trainees team members and supervisors to achieve high performance levels.
• Mentor new team members to achieve assigned targets.

Facilitate New Hire Training on

• Products
• Systems
• Process
• Logistics

• Coordinate training programs for call center staff.
• Capture and retain attention of training audience
• Design and maintain measurement tools for competent training.
• Recognize and advise on opportunities for operational enhancements to improve productivity.
• Facilitate training programs for new and existing call center agents using a variety of instructional techniques and formats, such as role playing, simulations, calibrations, team exercises, group discussions, videos, games, etc.
• Conduct On-the-Job training to ensure appropriate knowledge transitions, and high customer service skills in alignment with the call center trusted partner philosophy.
• Performs basic training administrative functions (e.g. enrollment of trainees in classes, assign courses/tests to trainees, review training progress and generate training reports).
• Maintain relationships with system administrators and report any site issues that impact productivity
• Facilitate customer training sessions via conferencing applications
• Assist with the development and maintenance of training curriculum
• Demonstrate creativity and solutions-oriented problem solving skills to meet team objectives

Qualifications / Skills / Competencies for Trainer Jobs in Kenya

• University Degree in a related discipline is required
• A minimum of 5 years previous contact center experience preferred.
• Should have a proven track record and in training and quality assurance in a call/contact center environment.
• Experience in customer service training.
• Must have coaching experience.
• Working knowledge of Microsoft office and all relevant training software
• Creative and innovative and always ready to try new ideas

Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to jobs@startimes.co.ke

Kindly include names of three referees and a daytime telephone contact.

Interviews will be done on a rolling basis until the position is filled.

Only shortlisted candidates will be contacted.