As the Contact Center Trainer for eMobility, you will be responsible for designing, developing, and delivering comprehensive training programs for our customer care agents. This on-site role is based in Kitengela, Kenya (with reporting lines to the Nairobi office), reporting to the Customer Care Manager.
Key Responsibilities
Training Design & Development: Create comprehensive training materials for onboarding (presentations, manuals, quick reference guides, e-learning) and maintain role-specific programs tailored to different skill levels. Keep content updated with product and policy changes.
Training Delivery & Coaching: Lead classroom and virtual training sessions (product knowledge, systems/tools, communication, conflict resolution, customer service). Manage nesting programs and provide hands-on coaching.
Evaluation & Performance: Monitor trainee progress, conduct evaluations, run upskilling sessions, partner with Quality Analysts for remedial training, and align training with quality standards.
Administration & Reporting: Track training metrics (completion rates, assessment scores, time-to-proficiency, pass rates, attrition) and maintain accurate records (attendance, SOPs, central knowledge base).
Collaboration: Partner with team leaders and QA to align training with business objectives and propose process improvements.
Job Requirements & Expertise
Experience: Minimum of 3 years of training experience within a contact center environment.
Content Creation: Proven ability to design and deliver engaging training content (multimedia videos, interactive modules, job aids) across multiple formats.
Tools: Experience with virtual training platforms (Zoom, Microsoft Teams) and familiarity with contact center systems (CRM, telephony, and quality monitoring tools).
How to Apply
Interested and qualified candidates should apply online via the M-KOPA job application portal: M-KOPA Solar on jobs.ashbyhq.com.
