Contact Center Trainer - eMobility

Contact Center Trainer - eMobility [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A MOBILITY CONTACT CENTER TRAINER TO DESIGN, DELIVER, AND MANAGE COMPREHENSIVE TRAINING PROGRAMS FOR OUR CONTACT CENTER TEAM AS WE CONTINUE TO SCALE OUR MOBILITY DIVISION ACROSS KENYA. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] "This role offers the opportunity to shape how our agents learn and perform — from onboarding new hires to upskilling existing teams across Customer Care, CPM, and Operations. If you're a skilled facilitator who combines strong instructional design instincts with a genuine passion for people development, this role is for you." [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US M-KOPA's Mobility division is transforming urban transport by making motorcycles and electric vehicles accessible and affordable for everyday earners. Our contact center is central to delivering the customer experience that keeps our business growing. You'll work in a fast-paced, collaborative environment where training quality directly translates to frontline performance and customer satisfaction. WHAT YOU'LL DO - Designing and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules - Designing role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements - Conducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence - Leading nesting programmes and providing hands-on coaching during agents' transition to the live working environment - Monitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps - Partnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards - Tracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training — and reporting on these regularly - Maintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library - Collaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/e6172905-77b4-4164-90fc-bd815a4ae0b4/B2.png] This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Care Manager. EXPERTISE - Minimum 3 years of training experience within a contact centre environment - Demonstrated ability to design and deliver engaging training content across multiple formats - Experience with virtual training tools such as Zoom or Microsoft Teams - Familiarity with contact centre systems — CRM, telephony, and quality monitoring tools - Ability to create multimedia training content including videos, interactive modules, and job aids If the above is of interest to you, please apply. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com http://m-kopa.com. [https://a ... (truncated, view full listing at source)