Job Description
Conduct Training Needs Analysis and measure, enhance, or develop training programs
Create training interventions (modules, facilitator guides, participant guides, activities, assessments, and assessment tools) to improve learner’s communication, customer service, processing, technical, and system navigation skills
Suggest improvements to the training agenda
Create relevant evaluations & training assessments
Sound knowledge of the concepts of writing & reviewing documents
Adhere to Content Development guidelines and ensure compliance to standards, timelines and targets.
Collaborate with Clients, Operations, Training, and other identified departments in coming up with relevant & effective training and instructional materials
Train agents on product and process, as and when there are New Hire Training batches.
Work closely with Operations and Quality team design action plans to plug areas of opportunity
Responsible for defined training conversion
Managing retention during training
Consistent alignment with operations by auditing calls, emails, chats, understanding needs, conducting refreshers
Demonstrating innovation in training by carrying floor requirement into classroom training.
Maintaining Data as per training Processes
Drive C-Sat (customer Satisfaction) & E-sat (Employee Satisfaction) initiatives to add value to the Process and customer
Must have excellent presentation and communication skills.
Should be able to drive key performance metrics related to training
Must have the ability to work under pressure & in an unstructured environment.
Must be flexible to work in 24X7 environment (night shifts and weekends basis scope)
Must be flexible to being up-skilled on quality
Excellent communications skills
Proficient with MS Office
Production hours to be given weekly in the absence of New Hire training.

Required Skills and Qualifications:
Customer Focus,
Customer Service,
Good Verbal Communication,
Informing Others,
Process Improvement,
Problem Solving,
People Skills, Teamwork,
People Management,
Managing Processes,
Emphasizing Excellence
Leadership skills
Degree from a recognized institution

The suitable candidate MUST have past experience working in a busy call center.

Interested candidates who adequately possess the stated qualifications and skills should apply by sending their updated CV to hr@asteriskkenya.com.

Kindly ,stating your current and expected basic salary.

Only shortlisted candidates will be contacted for interviews