Real-Time Operations Trainer

About the role

We are looking for a dynamic Operations Trainer to bridge learning and operational excellence for our frontline agents. You will design and deliver training programs while continuously improving call‑center processes to maximise efficiency and impact.

Key responsibilities

• Design, develop and implement comprehensive training programs for new hires and existing staff, including manuals and e‑learning modules.
• Conduct classroom sessions, workshops and on‑the‑job coaching to enhance agent skills.
• Analyse current team processes, identify improvement opportunities and create standard operating procedures (SOPs).
• Monitor the effectiveness of process changes and adjust as needed.
• Track post‑training performance, provide feedback and coaching to ensure continuous improvement.
• Ensure all training complies with company standards and regulatory requirements.
• Collaborate with team leaders and quality analysts to align training with performance goals.

Required profile

• BA/BSc/HND or equivalent qualification.
• Minimum 2 years of experience in training and process management within a call‑center environment.
• Strong analytical, problem‑solving and project‑management abilities.
• Leadership, team‑building and adaptability with a commitment to continuous improvement.

Required skills

What we offer

• Full‑time, onsite position in Nairobi.
• Opportunity to shape training strategy for a leading HR and management consultancy.
• Professional development in adult learning and process optimisation.