In this position, your responsibilities will include overseeing and executing key tasks to ensure operational excellence. You will be tasked with managing workflows, coordinating with cross-functional teams, and maintaining high standards of efficiency within the department. Additionally, your role will require adherence to established policies, meticulous attention to detail, and timely completion of assigned projects. Strong communication skills and the ability to work both independently and collaboratively will be essential to your success in this role.
Experienced professionals are sought to lead and conduct training sessions, ensuring effective knowledge transfer and skill development for participants. The role involves designing engaging instructional materials, delivering comprehensive programs, and evaluating training outcomes to measure impact and effectiveness. Candidates must possess strong communication, presentation, and interpersonal skills, along with a proven ability to adapt to diverse learning styles. Familiarity with adult learning principles and experience in instructional design are highly desirable. Responsibilities include managing training logistics, fostering interactive learning environments, and collaborating with stakeholders to align programs with organizational goals.
Delivering structured training sessions for Customer Care Representatives (CCRs) and support teams, aligned with the established training calendar, covering DAKOTA’s products, operational workflows, systems, customer interaction techniques, and essential soft skills.
Facilitating new hire readiness, this role ensures seamless onboarding by delivering structured induction programs, targeted role-specific training, and essential certifications, thereby equipping agents with the confidence and competence required for successful live deployment.
Conducting dynamic sessions that effectively distill intricate concepts into digestible, impactful, and lasting learning experiences.
Conducting a comprehensive assessment of training requirements and implementing effective performance support strategies are key responsibilities. This role involves identifying skill gaps, designing targeted learning interventions, and evaluating training effectiveness to enhance employee performance and organizational productivity. Proficiency in analyzing performance data, developing customized training programs, and utilizing various instructional methodologies is essential. Additionally, the ability to collaborate with stakeholders, measure training outcomes, and recommend improvements based on feedback is required to ensure continuous development and alignment with business objectives.
To determine training needs, we evaluate skill gaps and training requirements using feedback from Quality Assurance, insights from Team Leaders, quiz outcomes, and performance trends.
Crafting strategic learning solutions, we translate identified findings into focused interventions, directly targeting the underlying root causes responsible for performance discrepancies, ensuring comprehensive and sustainable improvements.
Offer expert coaching assistance by collaborating closely with Team Leaders and Quality Assurance to deliver structured coaching plans, periodic refresher training, and targeted skill development initiatives aimed at addressing areas of underperformance.
We are seeking a skilled professional to oversee content development and knowledge management initiatives. The ideal candidate will be responsible for creating, curating, and maintaining high-quality content to support organizational learning and operational efficiency. This role requires strong research, writing, and editing skills, as well as expertise in organizing and structuring information for easy retrieval and usability. Additionally, the position demands proficiency in content management systems and a keen understanding of knowledge-sharing best practices. The successful applicant will collaborate with cross-functional teams to ensure content aligns with strategic goals and meets the needs of diverse stakeholders.
Creating comprehensive training resources such as instructional guides, practical job aids, evaluation tools, and structured facilitation plans to enhance the adoption of new products, process revisions, and service enhancements.
Crafting content that is lucid, actionable, and seamlessly integrated into agents’ daily operations.
Maintaining up-to-date learning resources is essential to ensure training content stays current, accessible, and fully aligned with our established SOPs, available tools, and customer policies for both internal and external (BPO) teams.
Evaluating feedback and performance results regularly to drive ongoing enhancements in materials.
The incumbent will conduct assessments, issue certifications, and prepare comprehensive reports to ensure compliance with established standards and regulations. This role involves verifying qualifications, validating achievements, and documenting outcomes for stakeholders and regulatory bodies. Strong analytical skills, attention to detail, and proficiency in report generation are essential. Additionally, the position requires adherence to industry-specific guidelines and the ability to communicate findings effectively to diverse audiences.
We design and implement monthly assessments by crafting questions and overseeing the full quiz administration process for all Customer Care teams, guaranteeing participant engagement, on-time completion, and necessary retakes.
To evaluate the efficacy of training initiatives, we meticulously assess training outcomes and compile detailed reports on attendance rates, assessment scores, certification readiness, and identified skill deficiencies, thereby facilitating ongoing enhancements to our programs.
By analyzing assessment data, the successful candidate will pinpoint learning opportunities and evaluate their effectiveness. This role involves leveraging data-driven insights to enhance educational strategies and assess their outcomes.
As a key liaison between various stakeholders and organizational teams, this role focuses on cultivating strong partnerships to drive effective change management initiatives. It involves collaborating with executives, employees, and external partners to understand their needs, address concerns, and implement solutions that align with strategic objectives. The position requires the ability to assess change impacts, develop tailored communication strategies, and facilitate smooth transitions to ensure adoption of new processes or technologies. Additionally, the role demands strong interpersonal skills, adaptability, and a results-driven mindset to overcome resistance and foster a culture of continuous improvement.
Serving as a bridge between Customer Care and cross-functional teams—such as Product/Tech, Projects, and Sales—you will facilitate change management by interpreting changes and developing clear learning content along with readiness initiatives.
By facilitating BPO alignment, this role will empower BPO teams through the delivery and implementation of updated training programs, thereby guaranteeing uniform knowledge and service benchmarks across all partners.
Collaborating with stakeholders is essential to guarantee that training initiatives are in harmony with overarching business objectives and current operational demands.
We cultivate a collaborative work environment and foster a robust learning culture to enhance employee engagement and professional development. Our initiatives are designed to support continuous growth, encourage knowledge sharing, and align individual aspirations with organizational goals. Team members are expected to actively participate in development programs, contribute to peer learning, and embrace a mindset of lifelong learning. This role requires strong interpersonal skills, a commitment to personal and professional growth, and the ability to inspire others through mentorship and collaboration.
Fostering a dynamic and encouraging learning culture is essential to driving ongoing professional development, enhancing learner engagement, and reinforcing the retention of critical knowledge and skills.
Developing engaging, memorable training experiences that resonate with and inspire agents is a core responsibility.
Fostering a workplace culture that prioritizes and honors continuous learning is essential.
As a training and development position situated in Nairobi, Kenya, upon success, you will report directly to the Senior Training Lead.
Essential Experience
A minimum of two years’ relevant experience in training call center or customer support agents is required.
Candidates with prior experience in customer service roles will be considered advantageous.
A strong grasp of customer support functions, including key performance indicators commonly tracked in contact centers, quality assurance methodologies, and customer service processes, is required.
Proven expertise in creating concise, actionable training resources—including guides, job aids, and evaluations—pertaining to products, processes, and systems.
Confidently coach individuals and groups by delivering structured feedback, while collaborating closely with Team Leaders and Was to enhance overall performance.
Proficient command of the English language, both in written and oral communication, is required.
Candidates must possess a relevant academic qualification to be considered for this role. A minimum of a bachelor’s degree in the field or a closely related discipline is required. Relevant work experience may be considered in lieu of formal education for some positions. Additionally, professional certifications or specialized training in a specific area could enhance an applicant’s profile. Strong academic performance and a commitment to continuous learning are highly valued attributes.
A bachelor’s degree in Education, Training & Development, Human Resources, or a closely related discipline is required.
Core proficiencies encompass strategic thinking, adept problem-solving capabilities, and exceptional communication skills. Technical expertise in data analysis, proficiency with industry-specific software, and a comprehensive understanding of regulatory standards are essential. Leadership qualities, including the ability to guide teams and foster collaboration, along with a strong commitment to continuous professional development, are also required. Additionally, candidates must demonstrate adaptability to evolving industry trends and a dedication to maintaining high ethical standards in all professional endeavors.
Communication Excellence: Demonstrates exceptional proficiency in both verbal and written communication, adept at conveying intricate concepts in an accessible manner tailored to diverse audience needs.
Analytical and problem-solving skills are essential to interpret performance insights effectively and determine the underlying causes of knowledge or skill deficiencies.
Instructional Skills: Strong facilitation capability and knowledge of training best practices (adult learning principles)
Proficient in CRM tools and the Microsoft Office Suite, with strong aptitude for rapidly mastering new systems.
Collaboration & Stakeholder Management: Demonstrated skill in collaborating across teams and facilitating effective change initiatives through concise, proactive learning communication.
Demonstrates exceptional organizational abilities to effectively coordinate training schedules, evaluations, and diverse participant groups.
Dedicated to fostering customer-centric excellence, this role emphasizes enhancing customer results by strengthening team capabilities and upholding uniform service benchmarks.
Engaging and compelling presentation abilities are essential, ensuring the audience remains attentive throughout.
Proficient in developing evaluation tools that reliably gauge educational outcomes.
Proficiency in collaborating with business process outsourcing partners or remotely distributed teams is considered a valuable asset.
Demonstrates a strong commitment to fostering professional growth and enabling others to achieve their full potential.
What Sets You Apart
You take genuine pleasure in instructing others and witnessing their progress firsthand.
You possess the ability to distill intricate procedures into straightforward, unforgettable concepts.
You combine data-driven insights with a human-centered approach, leveraging performance metrics to uncover key needs while crafting learning experiences that resonate deeply with individuals.
You demonstrate confidence and poise when addressing groups, skillfully tailoring your facilitation approach to resonate with diverse participants.
You recognize training not merely as a discrete occurrence but as an integral component of an ongoing, evolving educational process.
You possess a high level of organizational proficiency, enabling you to efficiently oversee multiple training schedules, evaluations, and stakeholder inquiries while maintaining meticulous attention to detail.
Qualifications
BA/BSc/HND
Experience Required
2 years
