Contact Center Trainer - eMobility
Posted:
Company Details
Name:M-Kopa Solar
Industry:
Electrical/Electronic Manufacturing
Website:
http://www.m-kopa.com/
Description:
M-KOPA’s mission is to make high quality energy affordable to everyone. OUR GROWTH SO FAR… M-KOPA has connected more than 400,000 homes in Kenya,Tanzania and Uganda to solar power with over 550 new homes being added every day. Each 8W battery powered-system comes with three lights, mobile phone-char…
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Job Details
Job Type:
Full Time
Workplace Type:
On-site
Qualification:
Diploma
Job Experience:
Mandatory
Job Location:
Kitengela ward, Kajiado East, Kajiado County, Kenya
Closing Date:
Undisclosed
Salary:
Undisclosed
Other Pay:
Benefits
Job Category:
Customer Service
Job Description
What You'll Do
- Designing and developing comprehensive training materials for new hire onboarding, including presentations, manuals, quick reference guides, and e-learning modules
- Designing role-specific training programmes tailored to different teams and skill levels, and keeping content current with product updates, policy changes, and process improvements
- Conducting classroom and virtual training sessions for new hires and existing agents, including product knowledge, systems and tools, and soft skills such as communication, conflict resolution, and customer service excellence
- Leading nesting programmes and providing hands-on coaching during agents' transition to the live working environment
- Monitoring trainee progress, conducting post-training evaluations, and delivering targeted refresher and upskilling sessions to address identified skill gaps
- Partnering with Quality Analysts to address performance issues through remedial training, and participating in calibration sessions to keep training aligned with quality standards
- Tracking training metrics including completion rates, assessment scores, time-to-proficiency, pass rates, and attrition during training — and reporting on these regularly
- Maintaining accurate training records, attendance logs, SOPs, and a centralized knowledge base and resource library
- Collaborating with team leaders and QA to align training with business objectives and recommend process improvements based on training insights
- This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Care Manager.
Expertise
- Minimum 3 years of training experience within a contact centre environment
- Demonstrated ability to design and deliver engaging training content across multiple formats
- Experience with virtual training tools such as Zoom or Microsoft Teams
- Familiarity with contact centre systems — CRM, telephony, and quality monitoring tools
- Ability to create multimedia training content including videos, interactive modules, and job aids
332 open positions on Semasocial right now
· 5 open positions in Kitengela ward, Kajiado East, Kajiado County, Kenya
· 11 posted in the last 7 days
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