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