Contact Center Trainer - eMobility - Thika

Key Responsibilities

• Content & Program Design: Design and develop comprehensive training materials (presentations, manuals, quick reference guides, and e-learning modules). Build role-specific training programs tailored to different teams and skill levels, keeping content current with product updates and policy changes.
• Training Delivery: Conduct engaging classroom and virtual training sessions for new hires and existing agents, focusing on product knowledge, tools, and soft skills (communication, conflict resolution, customer service excellence).
• Coaching & Onboarding: Lead nesting programs and provide hands-on coaching to support agents transitioning to the live work environment. Partner with Quality Analysts to deliver remedial training and participate in calibration sessions.
• Evaluation & Optimization: Monitor trainee progress, conduct post-training evaluations, and deliver targeted refresher courses. Track and report on training metrics (completion rates, assessment scores, time-to-proficiency, and pass rates).
• Records & Resource Management: Maintain accurate training records, attendance logs, SOPs, and curate a centralized knowledge base and resource library.
• Collaboration: Partner with team leaders and QA to align training objectives with business goals and propose process improvements.