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Purpose

The trainer plays a key role in developing and delivering training programs that equip employees with the knowledge and skills needed to excel in their roles. This position ensures that new hires and existing staff receive effective training aligned with business objectives, client expectations, and industry standards. By focusing on skill development, performance enhancement, and continuous learning, the Trainer supports overall operational excellence.

Key Responsibilities:

Training Delivery & Facilitation

Conduct comprehensive training sessions for new hires and ongoing employee development.
Facilitate training on product knowledge, customer service best practices, and company processes.
Adapt training methods to accommodate different learning styles and ensure engagement.

Training Program Development

Create and update training materials, ensuring content remains relevant and effective.
Develop interactive learning resources, including manuals, presentations, and e-learning modules.
Collaborate with leadership to identify knowledge gaps and tailor training accordingly.

Performance Monitoring & Coaching

Assess trainee progress through quizzes, role-playing exercises, and evaluations.
Provide individualized feedback and coaching to reinforce learning and improve performance.
Work with operations and quality teams to ensure training outcomes translate into job performance.

Coordination & Reporting

Maintain accurate records of training attendance, performance assessments, and feedback.
Prepare reports on training effectiveness and recommend improvements.
Coordinate training schedules to align with business needs while minimizing operational disruption.

Stake Holder Management

Build and maintain strong relationships with clients, Operations, Quality, HR, Workforce Management, and other key stakeholders to ensure training objectives are aligned with business needs.
Act as training point of contact for stakeholders, providing regular updates on training progress, performance, risks, and opportunities.
Proactively identify and escalate training risks, resource gaps, performance concerns, and operational dependencies with clear recommendations and action plans.

Qualifications and Experience

Bachelor's degree in Human Resources, Education, Business Administration, Communications, or a related field.
Minimum of 2 years of experience in training, learning and development, customer service, or a related role.
Experience in a BPO, contact center, or customer experience environment is an advantage.
Certification in Training, Facilitation, or Learning & Development is an added advantage.
Proficiency in Microsoft Office and familiarity with digital learning tools.xcellent verbal and written communication skills.
Ability to engage diverse audiences and deliver interactive learning experiences.
Coaching and mentoring capability.
Strong organizational and time management skills.
Ability to work collaboratively in a fast-paced environment.

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Trainer

Tutoring, Training & Mentorship

Skills And Expertise

Haya hulet, Addis Ababa, Ethiopia

CCI Ethiopia