# Trainer-BPO

**Company:** [Tatu City](http://jobs.workable.com/companies/qcR7dmBMkzBx92LjgJfYWJ.md)
**Location:** Tatu City, Kenya
**Workplace:** on site

[Apply for this job](http://jobs.workable.com/view/fc65ef3e-1d5b-4e97-87b0-900ef46e02a0)

## Description

Rendeavour is launching a Business Process Outsourcing (BPO) division from the ground up, with ambitious plans to scale rapidly. Our goal is to deliver world-class outsourcing solutions that drive efficiency, innovation, and exceptional customer experiences. 

As a cornerstone of our BPO launch strategy, the **Trainer** will play a pivotal role in shaping the capabilities and culture of our telesales team. This position demands a visionary training professional who can craft and deliver high-impact learning experiences, tailored to regional market dynamics.

**Key Responsibilities:**

-   Design, develop, and deliver comprehensive training programs for telesales agents, including onboarding, product knowledge, sales techniques, CRM usage, and compliance.
-   Customize training content to align with regional market nuances, customer behaviour, and cultural considerations.
-   Facilitate engaging classroom, virtual, and on-the-job training sessions.
-   Conduct regular training needs assessments and skills gap analyses across regions to inform continuous learning initiatives.
-   Collaborate with operations, quality assurance, HR, and senior leadership teams to ensure alignment of training with business goals and strategic priorities.
-   Monitor and evaluate training effectiveness through assessments, feedback, performance metrics, and ROI measurement.
-   Provide coaching and mentoring to new and existing telesales agents to drive performance and professional development.
-   Maintain up-to-date training materials and documentation in line with evolving business needs, market trends, and compliance standards.
-   Support the implementation and optimization of learning management systems (LMS) and digital learning tools.
-   Develop and implement a scalable training strategy aligned with the BPO’s business goals and regional expansion plans.
-   Create standardized training modules and frameworks adaptable across different regions while maintaining consistency in quality and outcomes.
-   Design and deliver leadership and management development programs for team leads and supervisors within the telesales function.
-   Promote a high-performance, customer-centric culture through training and engagement initiatives.
-   Lead the selection and integration of e-learning, microlearning, and blended learning approaches.
-   Establish quality benchmarks for training delivery and conduct audits to maintain training excellence.
-   Stay abreast of industry trends, emerging technologies, and evolving customer expectations to keep training programs relevant.
-   Pilot new training methodologies and tools to enhance learner engagement and retention.
-   Design and deploy regular refresher sessions aligned with specific program types already listed in the JD (e.g. Onboarding, product knowledge etc) to ensure sustained performance.

## Requirements

**Experience and Skills**

-   Bachelor’s degree in Business, Human Resources, Education, Communication, or a related field.
-   At least 8 years of experience in training within a BPO, telesales, or customer service environment.
-   Proven track record in designing and delivering training programs for sales or customer-facing teams.
-   Experience in regional or multi-site training coordination is an added advantage.

**Technical Skills:**

-   Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
-   Understanding of key Contact Centre metrics (e.g., AHT, FCR, QA scores) to effectively identify training needs and design targeted intervention programs to close identified gaps.
-   Hands-on experience with Learning Management Systems (LMS) and e-learning platforms.
-   Familiarity with CRM systems (e.g., Salesforce, Zoho CRM) and call center software.
-   Ability to analyze training data and performance metrics to inform decision-making.
-   Knowledge of instructional design methodologies and adult learning principles.
-   Comfortable with virtual training tools (e.g., Zoom, Microsoft Teams, Google Meet).
-   Solid understanding of compliance and quality assurance standards in BPO environments.