Job Description

Contact Center Training Manager Job in Nairobi kenya 2019

Career Recruitment Contact Center Training Manager Jobs vacancy in Kenya 2019

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.

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