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Position: Lead Trainer
Location: Nairobi.
Reporting to: Director Operations
JOB PURPOSE & SUMMARY
Our client is looking who is in the high tech space offering global technical services is looking for a Lead Trainer to join their vibrant team in Nairobi. The selected candidate will develop and lead all organizations training programs while ensuring customer needs are met.
KEY RESPONSIBILITIES AND DUTIES
- Identify and assess future and current training needs for both new and old employees through job analysis and performance outcomes.
- Draw an overall or individualized training and development program, curriculum development, and post-training evaluation, that addresses the needs and expectations of the organization.
- Deploy a wide variety of training methods and execution of the same.
- Conduct effective task induction and orientation sessions for new employees.
- Monitor and evaluate the training program’s effectiveness, success, and ROI periodically and report on them.
- Resolve any specific problems and tailor training programs as necessary.
- Supports employee development through training, coaching, and regular feedback.
- Liaise with all relevant departments to ensure that the team's performance contributes to the Customer Care departments and the company's goals and enhances the user experience.
- Be the expert on the latest fraud techniques and technology.
- Liaise with the quality supervisors to continually drive the customer service teams including casuals to meet monthly key performance goals for customer satisfaction, quality, productivity, and key performance metrics.
QUALIFICATIONS:
EDUCATION/KNOWLEDGE AND EXPERIENCE
- 6-10 years of experience as a Training Specialist or similar role
- BS degree in Education, Training, HR, or a related field
- Experience with designing training programs and workshops
- Proficiency in MS Office and database software
COMPETENCY AND TECHNICAL SKILLS
- Ability to lead a full training cycle.
- Knowledge of various training and teaching methods
- Good knowledge of talent management and succession planning methods
- Excellent decision-making and organizational skills.
- Sense of ownership and pride in your performance and its impact on the company’s success
- Outstanding managerial skills, great team leader
- Good time-management skills
- Great interpersonal and communication skills
- Proficiency in MS Office and database software