M-KOPA
mobility
ContactCenterTrainer-eMobility
Neural analysis suggests this role is
optimal for Mid candidates.
“Contact Center Trainer - eMobility at M-KOPA. Skills: training program design, training delivery, coaching, performance evaluation. Designing and developing comprehensive training materials for new hire onboarding. Designing role-specific training programmes tailored to different teams and skill levels”
What You'll Achieve.
shape how our agents learn and perform; training quality directly translates to frontline performance and customer satisfaction; align training with business objectives
Industry & Context.
address identified skill gaps; address performance issues
on-site role based in Nairobi, Kenya
What They're Looking For.
Must Have
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
What You'll Do.
Designing and developing comprehensive training materials for new hire onboarding
Designing role-specific training programmes tailored to different teams and skill levels
Conducting classroom and virtual training sessions for new hires and existing agents
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
Partnering with Quality Analysts to address performance issues through remedial training
Tracking training metrics including completion rates
and attrition during training
Maintaining accurate training records
and a centralized knowledge base and resource library
Collaborating with team leaders and QA to align training with business objectives and recommend process improvements
How You'll Work.
Team & Collaboration
Partnering with Quality Analysts; Collaborating with team leaders and QA
Communication Scope
communication
Full Job Description
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A MOBILITY CONTACT CENTER TRAINER TO DESIGN, DELIVER, AND MANAGE COMPREHENSIVE TRAINING PROGRAMS FOR OUR CONTACT CENTER TEAM AS WE CONTINUE TO SCALE OUR MOBILITY DIVISION ACROSS KENYA. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] "This role offers the opportunity to shape how our agents learn and perform — from onboarding new hires to upskilling existing teams across Customer Care, CPM, and Operations. If you're a skilled facilitator who combines strong instructional design instincts with a genuine passion for people development, this role is for you." [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US M-KOPA's Mobility division is transforming urban transport by making motorcycles and electric vehicles accessible and affordable for everyday earners. Our contact center is central to delivering the customer experience that keeps our business growing. You'll work in a fast-paced, collaborative environment where training quality directly translates to frontline performance and customer satisfaction. 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
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