Trainer

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Responsibilities  

New Hire Onboarding and tenured employee upskilling 

• Introducing new hires to the company values, mission, and vision 
• New hire activation through client provided credentials. 
• Set up and maintain training facilities and related training materials. 
• Deliver training to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.  
• Promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance.  
• Provide and manage a training environment that fosters trust, learning, and performance. 
• Offering all the necessary support during new hire onboarding and nesting phase. 
• Collecting new hire training feedback and submitting the same to the Training Supervisor. 
• Documenting, maintaining data and progress of new hire/existing employee trainings. 

Focused results Improvement  

• Deep dive into data or conduct evaluations to determine training needs. 
• Conducting refreshers based on CSR performance and business needs. 
• Measuring the effectiveness of training sessions and preparing individual or team progress reports. 
• Observing the daily operations of CSRs and identifying any areas of improvement. 
• To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product. 

Training Content Creation 

• Developing education materials, such as digital presentations, how-to manuals, and instructional videos. 
• Consistently refurbish training content based on business product or procedure changes. 
• Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments. 

Knowledge Assessment 

• Drive update dissemination & coverage of new process product updates. 
• Drive closure on client assigned trainings & assessments. 
• Design and implement product, soft skills knowledge assessments followed by required refresher sessions on the floor. 

Reporting and Process Improvement  

• Evaluate procedure impacts on results. 
• Work closely with operations and quality team on employee development. 
• Assist in daily administration of the Learning Management System. 
• Mentor and coach apprentice trainers or train newly assigned trainers. 

Operational Support 

• Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the Training & Quality supervisor/Manager to the Operations Leaders. 
• Back up for Solution Coaches when required (Audit, coaching and cascading updates). 
• Work in conjunction with the Quality Assurance team to ensure training and quality goals are met. 

Requirements  

• Degree/Diploma in education, communication, HR or Public relations 
• Minimum 2 years’ experience preferably in a BPO sector. 
• Proficiency in MS office 
• Competency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills. 
• Adapt well to change and successfully set and adjust priorities as needed. 
• Overall understanding of customer service industry 
• Experience in managing new hire batches. 
• Previous experience in a similar role. 
• Strong facilitation abilities and mentoring skills. 
• Excellent planning and time management skills. 
• Ability to breakdown complex concepts into simple, understandable topics 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures. 
• Ability to effectively present information and respond to questions from management, peers, and customers. 
• Self-driven, proactive and team player. 
• Ability to create good and strong work ties cross departments. 

Majorel Kenya Ltd. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.