Call Center Trainers / Quality Monitors Jobs at Startimes Media Kenya

Startimes Media

Kenya

Job Title: Call Center Trainer / Quality Monitor

Department: Operations

Reports to: Operations Director

Number of Positions: 2

Objective of the position: The Call Center Trainer is responsible for training call

center agents. 

This position conducts On the Job Training, agent coaching and

knowledge testing to execute the tasks assigned to call center agents. 

 

The Call

Center Trainer is also responsible for updating, enhancing and producing

training materials, identifying and recommending ongoing / new training in

alignment with call center customer service philosophy and business needs.

Duties and Responsibilities

• Assess training needs of agents.


• Development and maintenance of training curriculum.


• Training and Quality Assurance team, as needed, to achieve
  
  overall goals and objectives


• Conduct coaching sessions with trainees team members and
  
  supervisors to achieve high performance levels.


• Mentor new team members to achieve assigned targets.


• Facilitate New Hire Training on

1. Products


2. Systems


3. Process


4. Logistics

• Coordinate training programs for call center staff.


• Capture and retain attention of training audience


• Design and maintain measurement tools for competent
  
  training.


• Recognize and advise on opportunities for operational
  
  enhancements to improve productivity.


• Facilitate training programs for new and existing call
  
  center agents using a variety of instructional techniques and formats, such as
  
  role playing, simulations, calibrations, team exercises, group discussions,
  
  videos, games, etc.


• Monitor Training program performance; recommend and
  
  implement modifications to systems and procedures


• Conduct On-the-Job training to ensure appropriate
  
  knowledge transitions, and high customer service skills in alignment with the
  
  call center trusted partner philosophy.


• Performs basic training administrative functions (e.g.
  
  enrollment of trainees in classes, assign courses/tests to trainees, review
  
  training progress and generate training reports).


• Maintain relationships with system administrators and
  
  report any site issues that impact productivity


• Facilitate customer training sessions via conferencing
  
  applications


• Assist with the development and maintenance of training
  
  curriculum


• Demonstrate creativity and solutions-oriented problem
  
  solving skills to meet team objectives

Qualifications / Skills / Competencies

• University Degree in a related discipline is required


• A minimum of 5 years previous contact center experience
  
  preferred.


• Should have a proven track record and in training and
  
  quality assurance in a call/contact center environment.


• Experience in customer service training.


• Must have coaching experience.


• Working knowledge of Microsoft office and all relevant
  
  training software


• Creative and innovative and always ready to try new ideas

Remuneration: Highly attractive and competitive remuneration package

offered for the qualified candidates 

How to Apply

Qualified candidates should send their application letters

and CV’s quoting relevant skills and experience to jobs@startimes.co.ke

Kindly include names of three referees and a daytime

telephone contact. 

Interviews will be done on a rolling basis until the

position is filled. 

Only shortlisted candidates will be contacted.