Contact Center Trainer – eMobility

About the role

We are seeking a Contact Center Trainer for our eMobility division to design, deliver and manage training programmes for our Nairobi‑based contact centre. You will shape onboarding and upskilling for agents across Customer Care, CPM and Operations, ensuring they have the product knowledge and soft‑skill expertise to deliver excellent service.

Key responsibilities

• Develop comprehensive training materials – presentations, manuals, quick‑reference guides and e‑learning modules – for new‑hire onboarding and role‑specific programmes.
• Deliver classroom and virtual sessions covering product knowledge, systems, tools and communication skills.
• Lead nesting programmes, provide hands‑on coaching and monitor trainee progress.
• Conduct post‑training evaluations, create refresher courses and address skill gaps in partnership with Quality Analysts.
• Track and report training metrics such as completion rates, assessment scores, time‑to‑proficiency and attrition.
• Maintain accurate training records, attendance logs, SOPs and a centralized knowledge repository.
• Collaborate with team leaders and QA to align training with business objectives and suggest process improvements.

Required profile

• Minimum 3 years of training experience in a contact‑centre environment.
• Proven ability to design and deliver engaging content across multiple formats.
• Experience using virtual training platforms such as Zoom or Microsoft Teams.
• Familiarity with contact‑centre systems – CRM, telephony and quality‑monitoring tools.
• Strong instructional‑design instincts and passion for people development.

Required skills

• Zoom
• Microsoft Teams
• CRM systems
• Telephony platforms
• Quality monitoring tools
• Video creation
• Interactive e‑learning authoring

What we offer

• Opportunity to shape training strategy in a fast‑growing eMobility business.
• Collaborative, high‑energy environment with direct impact on customer experience.
• On‑site work in Nairobi with reporting to the Customer Care Manager.