In this position, your duties will encompass the following:
We are seeking a dynamic professional to oversee the design, delivery, and facilitation of training programs, ensuring alignment with organizational goals and learner needs. The ideal candidate will possess strong presentation, communication, and interpersonal skills to engage diverse audiences effectively. Responsibilities include developing engaging training materials, conducting interactive workshops, and evaluating program effectiveness through feedback and performance metrics. Proficiency in learning management systems and adult learning principles is essential, along with the ability to adapt content for various skill levels. A bachelor’s degree in education, human resources, or a related field is required, and prior experience in corporate training or instructional design is highly preferred. The role demands a collaborative approach to partner with stakeholders and subject-matter experts to customize training solutions that drive measurable outcomes.
We deliver structured training programs for Customer Care Representatives (CCRs) and support teams, aligned with the established training calendar, covering DAKOTA’s products, processes, systems, customer interaction protocols, and essential soft skills.
Facilitating new hire preparedness by implementing a comprehensive onboarding program, including structured induction sessions, tailored role-specific training, and mandatory certifications, to ensure agents are fully equipped and confident upon going live.
Crafting interactive workshops designed to distill intricate concepts into clear, impactful learning experiences that resonate with participants and leave a lasting impression.
Conduct a thorough assessment of training requirements and evaluate performance support mechanisms to identify gaps and opportunities for enhancement. Collaborate with stakeholders to gather insights on current competencies and skill deficiencies, ensuring alignment with organizational objectives. Develop tailored training programs and initiatives to address identified needs, utilizing various instructional methods and resources. Implement performance support tools and systems to facilitate continuous learning and improvement, fostering a culture of development and excellence within the team. Monitor and analyze the impact of training interventions to measure effectiveness and drive data-informed decision-making for future initiatives.
Conducting thorough evaluations of skill deficiencies and training prerequisites, we determine development needs by analyzing feedback from Quality Assurance, Team Leader observations, quiz outcomes, and performance data trends.
Developing targeted learning interventions is essential to address the underlying causes of performance gaps identified through research.
Delivering coaching support involves collaborating with Team Leaders and Quality Assurance to strengthen learning outcomes through structured coaching plans, periodic refresher sessions, and focused upskilling initiatives in areas requiring performance improvement.
Crafting and curating informative, engaging content while overseeing the organization and accessibility of knowledge resources constitutes the core of this role. Your responsibilities will include researching, writing, and editing materials to ensure accuracy, clarity, and relevance, as well as managing databases, documentation, and digital repositories to facilitate efficient knowledge sharing. Proficiency in content creation tools, strong research abilities, and exceptional organizational skills are essential for success in this position. Prior experience in knowledge management, content strategy, or a related field is highly desirable.
Creating comprehensive training resources—such as instructional guides, performance support tools, evaluation instruments, and session plans—to facilitate the adoption of new products, process modifications, and service enhancements.
Crafting content that is concise, actionable, and seamlessly integrated into agent workflows.
To uphold the integrity of learning resources, we ensure training materials stay current, easily accessible, and fully compliant with established SOPs, tools, and customer policies for both in-house and BPO teams. This involves regularly reviewing, updating, and verifying content to maintain accuracy and relevance.
Regularly enhancing materials in response to feedback and performance metrics to ensure ongoing improvement and effectiveness.
The role involves conducting assessments, issuing certifications, and preparing comprehensive reports to ensure compliance and accuracy in all processes. Candidates must demonstrate proficiency in evaluation methodologies, adherence to regulatory standards, and meticulous documentation practices. Responsibilities include verifying qualifications, maintaining records, and collaborating with stakeholders to validate results. Strong analytical skills, attention to detail, and effective communication are essential for success in this position. Familiarity with industry-specific guidelines and proficiency in relevant software tools are required to fulfill duties efficiently.
Monthly assessments are administered by crafting questions and overseeing the complete quiz process for all Customer Care teams, with a focus on ensuring participation, prompt completion, and necessary retakes.
To evaluate the impact of training initiatives, we assess training outcomes and compile reports on attendance, assessment scores, certification readiness, and identified skill gaps, facilitating ongoing enhancements to program effectiveness.
Analyzing assessment data to pinpoint areas where students can improve and evaluating the effectiveness of interventions are key duties.
Experienced professionals are sought to foster strategic stakeholder relationships and drive effective change management initiatives. Candidates must demonstrate a proven ability to engage with diverse stakeholders, ensuring alignment with organizational goals while facilitating seamless transitions. Key responsibilities include cultivating collaborative partnerships, identifying and addressing change impacts, and implementing structured enablement strategies to support adoption and adoption of new processes or systems. Strong interpersonal skills, adaptability, and a results-driven mindset are essential for success in this dynamic role.
Serving as a bridge between Customer Care and cross-functional teams such as Product/Tech, Projects, and Sales, you will facilitate change management initiatives by interpreting changes and developing clear, actionable learning materials and preparation strategies to ensure team readiness.
By fostering alignment within the BPO framework, this role involves collaborating closely with BPO teams to implement and execute training updates, thereby maintaining uniform knowledge and service standards across all partners.
Collaborating with key stakeholders to guarantee training initiatives are strategically aligned with organizational objectives and operational requirements.
We foster an environment that prioritizes team engagement and cultivates a robust learning culture to drive continuous improvement and innovation. This role involves collaborating with cross-functional teams to identify skill gaps, design tailored learning initiatives, and implement effective engagement strategies that align with organizational goals. Key responsibilities include facilitating workshops, mentoring employees, and leveraging data-driven insights to enhance professional development programs. Additionally, the position requires strong interpersonal skills, the ability to assess training needs, and a commitment to fostering an inclusive and dynamic workplace where knowledge sharing thrives.
Fostering a dynamic and encouraging learning atmosphere that cultivates engagement, motivation, and retention of critical knowledge and skills, thereby advancing ongoing professional development.
Designing engaging and memorable training experiences for agents is essential.
We aim to cultivate a culture where learning is not only valued but also enthusiastically celebrated.
This position, situated in Nairobi, Kenya, is dedicated to training and development. Upon success in the selection process, the selected candidate will report directly to the Senior Training Lead.
We seek candidates with a proven track record of [insert essential experience here], demonstrating expertise in [specific skills or areas]. Applicants must possess [minimum years] of hands-on experience in [relevant field or role], along with a strong foundation in [key competencies]. Familiarity with [specific tools, software, or methodologies] is required, and the ability to [specific task or responsibility] is highly valued. Additionally, candidates should exhibit excellent [soft skills, e.g., communication, problem-solving] and a commitment to [specific goal or value, e.g., continuous improvement, teamwork].
With a minimum of two years of hands-on experience in training call center or customer support agents, you will bring a strong foundation to our team.
Professional Rewriting:
A background in a Customer Care Representative role is highly beneficial.
Demonstrates a strong grasp of customer support operations, key contact center performance metrics, quality assurance protocols, and streamlined customer service procedures.
Proven capability to design practical, well-defined training resources—including guides, job aids, and assessments—to support products, processes, and systems.
Experienced in delivering confidence coaching for individuals and groups, offering tailored feedback, and collaborating closely with Team Leaders and Was to enhance overall performance.
Fluency in both spoken and written English is required.
We are seeking a highly motivated professional with a strong academic background in education to join our team. The ideal candidate will possess a bachelor’s degree in education or a related field, along with relevant teaching certifications where applicable. You will be responsible for developing and implementing effective educational programs, ensuring alignment with curriculum standards and student learning objectives. Additionally, you will collaborate with colleagues to assess educational outcomes, provide mentorship to staff, and contribute to continuous improvement initiatives. Strong communication skills, a passion for teaching, and the ability to adapt to diverse learning environments are essential for success in this role.
A bachelor’s degree in Education, Training & Development, Human Resources, or a related discipline is required for this position.
We seek a candidate with robust competencies in key areas, including strategic planning, problem-solving, and analytical thinking. The ideal individual will demonstrate exceptional communication skills, both written and verbal, along with a strong ability to collaborate effectively within cross-functional teams. Proficiency in project management, adaptability to dynamic environments, and a results-driven mindset are essential. Additionally, the role requires meticulous attention to detail, a commitment to continuous learning, and the capacity to manage multiple priorities under tight deadlines.
Exceptional verbal and written communication abilities are essential, along with the skill to distill intricate details into clear, accessible insights tailored to diverse stakeholders.
Analytical and Problem-Solving Skills: Proficiency in analyzing performance metrics to diagnose underlying issues contributing to knowledge or skill deficiencies.
Instructional Skills: Exceptional proficiency in instructional facilitation paired with deep understanding of effective training methodologies, particularly adult learning principles.
Skilled in utilizing CRM platforms and Microsoft Office Suite, with a strong ability to rapidly master new technologies and software applications.
Collaboration & Stakeholder Management: Demonstrates proficiency in cross-functional teamwork and facilitates effective change implementation through precise, prompt learning communications.
Attention to Detail & Time Management: Demonstrates exceptional organizational capabilities to efficiently oversee training calendars, evaluations, and diverse stakeholder groups.
Demonstrating a strong focus on customer centricity, this role involves enhancing customer outcomes by fostering capability development and maintaining consistent service standards.
Engaging and captivating presentation abilities are essential, ensuring audiences remain attentive throughout.
Capable of developing assessment instruments that reliably gauge learning outcomes and educational progress.
Proficiency in collaborating with Business Process Outsourcing (BPO) partners or geographically dispersed teams is considered a valuable asset.
Enthusiasm for cultivating talent and fostering professional growth is essential, as is a commitment to supporting others in achieving their career goals.
What Sets You Apart
You take great satisfaction in mentoring others and witnessing their progress.
You possess the ability to simplify intricate processes, transforming them into clear, concise, and impactful solutions that are easy to understand and remember.
You leverage data insights to pinpoint gaps while crafting learning solutions that resonate with individuals on a human level.
You possess strong presentation skills and can confidently engage diverse groups, tailoring your facilitation approach to meet the unique needs of each audience.
You perceive training as an ongoing process integral to a lifelong learning experience rather than a singular occurrence.
Highly proficient in coordinating multiple training schedules, assessments, and stakeholder inquiries with exceptional organizational skills, ensuring no critical tasks are overlooked.
Qualifications
BA/BSc/HND
Experience Required
2 years
