You will oversee various critical duties, including ensuring the seamless execution of key responsibilities, managing daily operations, and driving project outcomes. Additionally, you will be tasked with maintaining compliance with established protocols, collaborating with cross-functional teams, and identifying opportunities for process improvements. Strong analytical skills and the ability to prioritize tasks in a fast-paced environment are essential for success in this position. Proficiency in relevant tools and technologies, along with excellent communication and problem-solving abilities, will be required to meet organizational objectives effectively.
We are seeking a skilled professional to oversee the delivery and facilitation of training programs, ensuring participants gain the necessary knowledge and skills. The ideal candidate will design, develop, and implement engaging learning experiences tailored to diverse audiences. Responsibilities include conducting workshops, seminars, and interactive sessions, as well as evaluating training effectiveness through assessments and feedback. Strong communication and presentation abilities are essential, along with expertise in instructional design and adult learning principles. A background in education, human resources, or a related field is preferred, and experience with virtual training platforms is a plus.
Delivering training programs for Customer Care Representatives (CCRs) and support teams, aligned with the DAKOTA training calendar, covering product knowledge, operational processes, system functionalities, customer interaction techniques, and professional soft skills.
Facilitating the preparation of new hires for success by implementing a comprehensive onboarding program that includes structured induction sessions, targeted role-specific training, and required certification, thereby equipping agents with the confidence and competence needed to commence work seamlessly.
Facilitating interactive sessions that effectively convey complex information in a clear, engaging, and memorable manner.
Conducting a comprehensive analysis of training requirements and developing effective performance support mechanisms are essential responsibilities for this role. The position demands the ability to identify skill gaps, assess learning needs, and design targeted interventions to enhance employee performance. Additionally, the job involves creating and implementing support resources, such as job aids, workshops, and coaching programs, to ensure continuous improvement and alignment with organizational goals. Strong analytical skills, proficiency in needs assessment methodologies, and experience in performance support strategies are required to excel in this position.
Assessing skill gaps and training requirements is accomplished through QA feedback, Team Leader insights, quiz results, and performance trends to identify training needs.
Developing targeted learning interventions requires translating findings to pinpoint the fundamental causes of performance discrepancies.
Offering tailored coaching assistance in collaboration with Team Leaders and Quality Assurance, we develop and implement structured coaching plans, conduct refresher sessions, and deliver focused upskilling initiatives to address and improve areas of underperformance.
We are seeking a skilled professional to lead content development and knowledge management initiatives, ensuring the creation, organization, and dissemination of high-quality, accurate, and accessible information. The ideal candidate will design and implement strategies to optimize content workflows, enhance data integrity, and facilitate seamless knowledge sharing across teams. Responsibilities include overseeing content creation processes, maintaining up-to-date documentation, and collaborating with cross-functional stakeholders to align content with organizational goals. Proficiency in content management systems, metadata tagging, and information architecture is essential, along with strong analytical and project management skills. Experience in knowledge base development, taxonomy design, and training material curation is highly desirable.
Developing comprehensive training resources—such as instructional guides, job aids, evaluations, and facilitation strategies—aimed at supporting the implementation of new products, process modifications, and service enhancements.
Crafting content that is concise, actionable, and seamlessly integrated into agent workflows.
To ensure training content stays current, accessible, and compliant with existing SOPs, tools, and customer policies, responsible for maintaining and updating learning resources for both in-house and BPO teams.
Regularly enhancing materials by analyzing feedback and evaluating performance results ensures their ongoing effectiveness and relevance.
The role encompasses the evaluation of performance, issuance of official credentials, and compilation of comprehensive documentation. It involves meticulously reviewing data, ensuring adherence to established standards, and maintaining accurate records for compliance and accountability purposes. Additionally, the position requires generating detailed reports to communicate findings, progress, and outcomes to relevant stakeholders in a clear and concise manner.
We design and implement monthly assessments by crafting questions and overseeing the complete quiz administration process for all Customer Care teams, guaranteeing full participation, prompt completion, and necessary retakes when applicable.
Monitoring training outcomes enables us to assess the effectiveness of our programs, with a focus on key metrics such as attendance rates, assessment scores, certification readiness, and identified capability gaps. These insights are then analyzed and reported to drive ongoing enhancements to our training initiatives.
By analyzing assessment data, we identify learning opportunities and evaluate the effectiveness of our initiatives to drive continuous improvement.
We are seeking a skilled professional to cultivate and maintain strategic stakeholder relationships while driving effective change management initiatives. The ideal candidate will facilitate cross-functional collaboration, ensuring alignment between business objectives and stakeholder expectations. Responsibilities include identifying key stakeholders, assessing their needs, and developing tailored engagement strategies to support organizational transformation. Additionally, the role requires analyzing change impacts, designing communication plans, and measuring adoption success to enhance overall project outcomes. Strong interpersonal skills, adaptability, and a proven ability to influence without authority are essential for this position. Experience in stakeholder management and change enablement within dynamic environments is highly preferred.
Serving as a bridge between Customer Care and various cross-functional teams—such as Product/Tech, Projects, and Sales—you will facilitate change management by interpreting and communicating updates into accessible learning materials and readiness initiatives.
By fostering BPO alignment, this role facilitates seamless collaboration with BPO teams, delivering and implementing training updates to maintain uniform knowledge and service benchmarks across all partners.
In collaboration with key stakeholders, we will assess and align training initiatives to strategic business objectives and operational requirements.
We foster a dynamic team engagement and cultivate a robust learning culture to enhance collaboration and professional growth. This role involves developing strategies to boost employee involvement, designing initiatives that promote continuous learning, and ensuring these efforts align with organizational goals. Responsibilities include identifying skill gaps, organizing training programs, and evaluating the effectiveness of engagement and learning activities. Ideal candidates will have experience in employee development, instructional design, or related fields, along with strong interpersonal and communication skills to engage diverse teams. Proficiency in data analysis to measure program impact and adapt strategies accordingly is also essential.
Encouraging ongoing development through cultivating an encouraging and collaborative learning atmosphere that enhances participation, drives motivation, and reinforces critical knowledge and skill retention.
Designing engaging and memorable training experiences for agents is essential.
We aim to foster an environment where continuous learning is not just encouraged but actively celebrated.
This role is centered on training and development, based in Nairobi, Kenya. Upon success in the application process, you would report directly to the Senior Training Lead.
Experienced professionals with a proven track record in the specified domain are encouraged to apply. Candidates must possess at least three years of hands-on experience in a related field, demonstrating expertise through tangible results and contributions. Familiarity with industry-standard tools, methodologies, and best practices is required, along with the ability to adapt to evolving challenges and technologies. Strong analytical, problem-solving, and communication skills are essential for success in this role.
A minimum of two years of hands-on experience in training call center agents or customer support teams is required.
Previous involvement in a Customer Care Representative role would be highly beneficial.
A strong grasp of customer support functions, standard contact center performance indicators, quality assurance methodologies, and service delivery processes is essential.
A proven track record in designing and delivering concise, actionable training resources—such as guides, job aids, and assessments—pertaining to products, processes, and systems is required.
Delivering confidence coaching to individuals and groups, offering structured feedback, and collaborating with Team Leaders and Was to enhance performance are key responsibilities.
Proficient command of both written and spoken English is required.
Education
A bachelor’s degree in Education, Training & Development, Human Resources, or a comparable discipline is required.
Core proficiencies encompass strategic planning, analytical acumen, and effective communication, alongside robust problem-solving capabilities and adaptability to evolving business landscapes. Key requirements include a minimum of five years of relevant experience in a leadership role, proficiency in industry-specific software, and demonstrated expertise in project management methodologies. Responsibilities entail leading cross-functional teams, driving operational efficiency, and fostering innovation to meet organizational objectives. Additionally, candidates must exhibit exceptional interpersonal skills to cultivate collaborative work environments and ensure alignment with company values.
Communication Excellence: Demonstrates superior verbal and written communication abilities, adept at distilling intricate concepts into clear, accessible language for diverse stakeholders.
Analytical and Problem-Solving Skills: Proficiency in analyzing performance data to pinpoint underlying issues contributing to knowledge or skill deficiencies.
Proficient instructional skills encompass exceptional facilitation expertise and a comprehensive understanding of effective training methodologies, particularly in the realm of adult learning principles.
Demonstrates strong command of CRM platforms and Microsoft Office Suite, with the ability to rapidly adapt to and master new software systems.
Collaboration and Stakeholder Management: Expertise in cross-functional teamwork and facilitating change initiatives through concise, prompt educational messaging.
Attention to Detail & Time Management: Demonstrates exceptional organizational abilities by effectively coordinating training schedules, evaluations, and diverse participant groups.
Dedicated to enhancing customer outcomes, we prioritize a customer-centric approach by fostering skill development and upholding unwavering service standards.
Engaging and captivating presentation skills are essential to effectively communicate ideas and maintain audience interest throughout the session.
Proficient in developing evaluation tools that reliably assess learning outcomes is essential.
Proficiency in collaborating with Business Process Outsourcing (BPO) partners or teams operating across distributed environments is considered a valuable asset.
Demonstrates a strong commitment to fostering employee growth and celebrating their achievements.
What Sets You Apart
You take great satisfaction in educating others and witnessing their progress over time.
You possess the ability to distill intricate workflows into clear, concise, and impactful processes that are easy to grasp and recall.
You leverage data to uncover insights while prioritizing human-centered design, crafting learning experiences that resonate deeply with individuals.
You possess strong presentation skills and the ability to engage diverse groups, tailoring your approach to suit varied audiences.
You embrace training as an ongoing process rather than a singular occurrence, positioning it as an integral component of a lifelong learning experience.
You must demonstrate exceptional organizational skills to effectively coordinate various training schedules, handle assessments promptly, and address stakeholder requests efficiently, ensuring no task is overlooked or delayed.
Qualifications
BA/BSc/HND
Experience Required
2 years
