Background information about the job or company (e.g., role context, company overview)

With operations in Africa, USA, UK,India and UAE, Techno Brain is the first indigenous African company to be assessed at CMMI Level-5, achieving highest quality standards for software development. Currently operating in 21+ countries, creating 1200 high tech jobs in the continent, Techno Brain has achieved leadership positions in areas such as Public Financial Management, Digital Identity Management, Tax & Customs, IT Training, Business Process Outsourcing, host of e-Government solutions and Digital products.

Responsibilities or duties

• Design, develop, and deliver training programs and materials for contact center agents, ensuring alignment with organizational goals, objectives, and industry best practices.
• Conduct training sessions, both in-person and virtually, to educate agents on contact center operations, customer service techniques, product knowledge, systems and tools usage, and company policies and procedures.
• Create engaging and interactive training materials, including presentations, job aids, e-learning modules, and assessments, to enhance learning retention and transfer of knowledge.
• Collaborate with subject matter experts, supervisors, and other stakeholders to identify training needs and develop appropriate content and materials.
• Evaluate training effectiveness through assessments, knowledge checks, and feedback sessions, and make necessary adjustments to training programs to ensure continuous improvement.
• Provide individual coaching and support to agents, addressing performance gaps and helping them develop the necessary skills and knowledge to meet performance goals.
• Keep up to date with industry trends, best practices, and emerging technologies related to contact center operations and customer service and incorporate relevant information into training programs.
• Stay informed about changes in products, services, systems, and policies, and update training materials and content accordingly.
• Assist with onboarding new agents, conducting orientation sessions, and ensuring a smooth transition into their roles.
• Collaborate with supervisors and quality assurance teams to identify performance improvement opportunities and provide targeted training interventions as needed.
• Maintain accurate records of training activities, attendance, and performance evaluations.
• Learner retention rate.

Qualifications or requirements (e.g., education, skills)

• Proven experience as a Contact center Trainer or in a similar role within a contact center environment.
• Strong knowledge of contact center operations, customer service principles, and best practices.
• Excellent communication and presentation skills, with the ability to deliver training sessions in an engaging and impactful manner.
• Proficiency in instructional design principles and adult learning techniques.
• Experience creating training materials and utilizing various training delivery methods, including classroom training, e-learning, webinars, and on-the-job training.
• Familiarity with learning management systems (LMS) and other training technology platforms.
• Strong analytical and problem-solving skills, with the ability to assess training needs, evaluate training effectiveness, and make data-driven recommendations for improvement.

• Design, develop, and deliver training programs and materials for contact center agents, ensuring alignment with organizational goals, objectives, and industry best practices.
• Conduct training sessions, both in-person and virtually, to educate agents on contact center operations, customer service techniques, product knowledge, systems and tools usage, and company policies and procedures.
• Create engaging and interactive training materials, including presentations, job aids, e-learning modules, and assessments, to enhance learning retention and transfer of knowledge.
• Collaborate with subject matter experts, supervisors, and other stakeholders to identify training needs and develop appropriate content and materials.
• Evaluate training effectiveness through assessments, knowledge checks, and feedback sessions, and make necessary adjustments to training programs to ensure continuous improvement.
• Provide individual coaching and support to agents, addressing performance gaps and helping them develop the necessary skills and knowledge to meet performance goals.
• Keep up to date with industry trends, best practices, and emerging technologies related to contact center operations and customer service and incorporate relevant information into training programs.
• Stay informed about changes in products, services, systems, and policies, and update training materials and content accordingly.
• Assist with onboarding new agents, conducting orientation sessions, and ensuring a smooth transition into their roles.
• Collaborate with supervisors and quality assurance teams to identify performance improvement opportunities and provide targeted training interventions as needed.
• Maintain accurate records of training activities, attendance, and performance evaluations.
• Learner retention rate.
• Job performance impact.

• Strong knowledge of contact center operations, customer service principles, and best practices.
• Excellent communication and presentation skills, with the ability to deliver training sessions in an engaging and impactful manner.
• Proficiency in instructional design principles and adult learning techniques.
• Experience creating training materials and utilizing various training delivery methods, including classroom training, e-learning, webinars, and on-the-job training.
• Familiarity with learning management systems (LMS) and other training technology platforms.
• Strong analytical and problem-solving skills, with the ability to assess training needs, evaluate training effectiveness, and make data-driven recommendations for improvement.

• Proven experience as a Contact center Trainer or in a similar role within a contact center environment.
• BA/BSc/HND