In this role, you would be responsible for:
We are seeking a skilled professional to oversee the design, development, and delivery of comprehensive training programs, ensuring alignment with organizational objectives and learner needs. The role involves facilitating engaging and interactive learning experiences, evaluating training effectiveness, and refining programs based on participant feedback and performance metrics. Additionally, the position requires collaboration with subject-matter experts to customize content, leveraging innovative instructional strategies to enhance knowledge retention and skill application. Strong communication, adaptability, and a passion for adult learning principles are essential for success in this role.
Delivering structured training sessions for Customer Care Representatives (CCRs) and support teams, aligned with the established training calendar, covering DAKOTA’s products, operational processes, technical systems, customer interaction protocols, and essential soft skills.
Facilitating new employee readiness, this role ensures seamless onboarding through a well-organized induction process, targeted role-specific training, and required certifications, empowering agents to commence their duties with confidence and competence.
Delivering dynamic presentations that distill intricate concepts into clear, impactful, and easily retained knowledge.
Conduct thorough assessments to identify training gaps and performance enhancement opportunities. Develop and implement tailored learning solutions to address identified needs. Collaborate with subject-matter experts to design and deliver effective training programs. Evaluate the impact of training initiatives to ensure alignment with organizational objectives and employee development goals. Provide ongoing performance support to enhance individual and team competencies.
Assessing skill gaps and training requirements involves identifying training needs through various sources, including QA feedback, Team Leader insights, quiz results, and performance trend analyses.
Transforming research outcomes into specialized learning solutions, these interventions are meticulously designed to resolve the underlying factors contributing to performance deficiencies.
Offering tailored coaching support, you will collaborate closely with Team Leaders and Quality Assurance to strengthen learning outcomes by implementing structured coaching plans, delivering refresher training sessions, and addressing skill gaps in underperforming areas through targeted upskilling initiatives.
We are seeking a professional to drive content development and knowledge management initiatives, ensuring accurate, engaging, and accessible information across all platforms. The ideal candidate will oversee the creation, curation, and optimization of content, while maintaining consistency in tone, style, and branding. Responsibilities include researching industry trends, collaborating with cross-functional teams, and implementing knowledge-sharing systems to enhance organizational learning. Proficiency in content management systems, data analysis, and SEO best practices is required, along with strong project management and communication skills to meet deadlines and stakeholder expectations.
Crafting comprehensive training resources such as instructional guides, job aids, evaluations, and delivery strategies is essential to enhance proficiency with new products, process modifications, and service enhancements.
Developing content that is straightforward, actionable, and directly aligned with agent workflows.
To uphold the integrity and relevance of training materials, the role involves curating learning resources so that content stays precise, readily available, and fully compliant with current standard operating procedures, tools, and client policies for both internal and third-party service providers.
Actively incorporating feedback and performance outcomes to enhance materials consistently.
The incumbent will be tasked with conducting thorough assessments, issuing certifications, and preparing comprehensive reports to ensure compliance and accuracy within the organization.
Administering monthly evaluations involves designing assessment questions and overseeing the entire quiz process for all Customer Care teams. This role ensures full participation, prompt completion, and necessary retakes as needed.
To assess the impact of training initiatives, we measure training outcomes and compile reports on attendance rates, assessment scores, certification preparedness, and identified skill deficiencies, thereby facilitating ongoing enhancements to our programs.
With assessment data, we analyze learning opportunities and evaluate their impact to inform strategic decisions and improve educational outcomes. This involves interpreting data trends, identifying gaps in learning, and assessing the effectiveness of interventions to ensure continuous improvement in instructional strategies.
We are seeking a skilled professional to drive strategic stakeholder engagement and facilitate seamless organizational transitions. This role involves cultivating robust partnerships with key stakeholders, ensuring alignment with business objectives, and championing effective change management initiatives. The ideal candidate will possess strong communication skills, the ability to influence across diverse teams, and a proven track record in guiding teams through transformational processes while minimizing disruption. Responsibilities include identifying and engaging stakeholders, developing tailored communication strategies, and implementing change frameworks to support adoption and sustain long-term success.
Serving as a pivotal link between Customer Care and other key departments such as Product/Tech, Projects, and Sales, this role facilitates change management initiatives by converting proposed changes into accessible learning materials and preparedness strategies.
Facilitating BPO alignment, this role supports BPO teams by implementing and executing training updates to maintain uniform knowledge and service standards across all partners.
Collaborating closely with stakeholders to align training initiatives with organizational priorities and operational requirements ensures that development programs effectively support overarching business goals.
We cultivate a dynamic environment of team engagement and a robust learning culture to empower employees and drive organizational success. This involves fostering collaboration, encouraging continuous skill development, and ensuring every team member feels valued and motivated. By promoting open communication and providing opportunities for professional growth, we aim to enhance productivity, innovation, and overall job satisfaction. Strong interpersonal skills and a commitment to lifelong learning are essential for thriving in this collaborative and evolving workplace.
Fostering a positive and encouraging learning atmosphere is essential to promoting ongoing education, as it enhances engagement, reinforces motivation, and ensures the retention of critical knowledge and skills.
Crafting training experiences that resonate with agents and leave lasting impressions is essential.
Fostering an environment that actively promotes and cherishes the pursuit of knowledge is essential. Encouraging continuous growth and development through shared experiences and collaborative efforts is a priority. Recognizing and rewarding learning achievements, both individually and collectively, strengthens commitment to lifelong education.
This position is situated in Nairobi, Kenya, focusing on training and development initiatives. Upon successful candidacy, you will report directly to the Senior Training Lead.
We seek candidates with a solid background in the specified area, having completed relevant projects and demonstrated proficiency through hands-on experience. Ideal applicants will meet industry-standard qualifications, including key certifications or specialized training where applicable. The role demands a strong understanding of core technical or functional concepts, along with the ability to apply them effectively in real-world scenarios. Prior to work in similar environments is highly valued, as it ensures familiarity with the challenges and expectations of the position. The successful candidate will exhibit both technical competence and adaptability to evolving demands within the field.
Minimum two years of hands-on experience in training call center or customer support agents is required.
Prior experience in a Customer Care Representative role would be considered beneficial.
Demonstrates a comprehensive grasp of customer support functions, key contact center metrics, quality assurance methodologies, and established customer service procedures.
Experienced in creating concise and effective training resources, including guides, job aids, and assessments, specifically tailored for products, processes, and systems.
Confidently coaching both individuals and groups, delivering structured feedback, and collaborating with Team Leaders and Quality Assurance professionals to enhance performance levels are core responsibilities of this role.
Proficiency in both written and spoken English is required.
Education
A bachelor’s degree in Education, Training & Development, Human Resources, or a closely related discipline is required for this role.
We seek a candidate with a strong foundation in core competencies, including exceptional analytical skills, effective communication abilities, and a proven track record in problem-solving. The ideal individual will demonstrate adaptability in dynamic environments, leadership in team settings, and a commitment to continuous professional development. Additionally, proficiency in project management, attention to detail, and the capacity to work under pressure are essential requirements for this role.
Communication Excellence: Demonstrates outstanding verbal and written communication abilities, adept at distilling intricate concepts into clear, accessible formats for diverse audiences.
Analytical and Problem-Solving Skills: Demonstrates proficiency in analyzing performance data to derive meaningful insights and discern underlying factors contributing to knowledge or skill deficiencies.
Proven expertise in instructional methodologies, with a robust capacity for leading engaging and effective training sessions grounded in adult learning principles and recognized best practices.
Requires solid expertise in CRM tools and the Microsoft Office Suite, with a demonstrated ability to rapidly adapt to and master new systems.
Collaboration & Stakeholder Management: Demonstrated skill in fostering cross-functional teamwork and facilitating effective change initiatives through the delivery of precise, prompt learning communications.
Attention to Detail & Time Management: Demonstrates exceptional organizational abilities to oversee training schedules, evaluations, and diverse participant groups.
Demonstrating an unwavering dedication to customer-centric principles, this role focuses on enhancing customer results by fostering skill development and maintaining high service benchmarks.
Engaging and captivating presentation skills to maintain audience attention are essential.
Proficient in developing evaluation instruments that reliably gauge comprehension and skill acquisition.
Proficiency in collaborating with Business Process Outsourcing partners or geographically dispersed teams would be beneficial.
You thrive on empowering individuals and fostering their growth, taking genuine satisfaction in their achievements and advancement.
What Sets You Apart
You take genuine satisfaction in teaching others and witnessing their progress firsthand.
You have the ability to distill intricate workflows into clear, straightforward, and impactful explanations.
You possess a data-driven mindset coupled with a human-centered approach, leveraging performance metrics to uncover key needs while crafting engaging learning experiences that resonate deeply with individuals.
You demonstrate confidence when addressing groups and possess the ability to adjust your approach based on the composition and needs of your audience.
You recognize training as an ongoing process rather than a single occurrence, viewing it as an integral part of a lifelong learning continuum.
You possess strong organizational skills, enabling you to efficiently handle multiple training schedules, evaluations, and stakeholder inquiries while maintaining meticulous attention to detail.
Qualifications
BA/BSc/HND
Experience Required
2 years
