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

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

The RTO Guest Trainer will be responsible for ensuring agents are well-trained and processes are optimized for efficiency and effectiveness.

Responsibilities or duties

Training Program Development:

• Design, develop, and implement comprehensive training programs for new hires and existing staff.
• Create training materials, manuals, and e-learning modules.
• Conduct training sessions and workshops to enhance agent skills.

Process Improvement:

• Analyze current team processes and identify areas for improvement.
• Develop and implement standard operating procedures (SOPs).
• Monitor and evaluate the effectiveness of process changes and make necessary adjustments.

Performance Monitoring:

• Track and assess the performance of agents post-training.
• Provide feedback and coaching to ensure continuous improvement to new hires.
• Collaborate with the Quality Analysts to align training with performance goals.

Compliance and Standards:

• Ensure all training programs comply with company standards and regulatory requirements.
• Maintain up-to-date knowledge of best practices in the operations and training.

Team Collaboration:

• Work closely with team leaders to identify training needs and develop tailored programs.
• Support team leaders in managing and developing their teams

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

Experience needed

Bachelor’s or equivalent training and/or least 6 months related experience preferred

Experience

• Previous experience of at least 2 years as trainer in a call center/BPO
• Strong analytical and problem-solving abilities.
• Ability to manage multiple projects and meet deadlines.
• Leadership and team-building skills.
• Adaptability and a commitment to continuous improvement.
• Proven experience in training and process management within a call center environment.
• Strong instructional design and training delivery skills.
• Excellent organizational and communication skills.
• Proficiency in training software and tools.

• Design, develop, and implement comprehensive training programs for new hires and existing staff.
• Create training materials, manuals, and e-learning modules.
• Conduct training sessions and workshops to enhance agent skills.
• Analyze current team processes and identify areas for improvement.
• Develop and implement standard operating procedures (SOPs).
• Monitor and evaluate the effectiveness of process changes and make necessary adjustments.
• Track and assess the performance of agents post-training.
• Provide feedback and coaching to ensure continuous improvement to new hires.
• Collaborate with the Quality Analysts to align training with performance goals.
• Ensure all training programs comply with company standards and regulatory requirements.
• Maintain up-to-date knowledge of best practices in the operations and training.
• Work closely with team leaders to identify training needs and develop tailored programs.
• Support team leaders in managing and developing their teams

• Strong analytical and problem-solving abilities.
• Ability to manage multiple projects and meet deadlines.
• Leadership and team-building skills.
• Adaptability and a commitment to continuous improvement.
• Proven experience in training and process management within a call center environment.
• Strong instructional design and training delivery skills.
• Excellent organizational and communication skills.
• Proficiency in training software and tools.

• Bachelor’s or equivalent training and/or least 6 months related experience preferred
• Previous experience of at least 2 years as trainer in a call center/BPO