Trainer-BPO
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Before you apply
LocationTatu City, Kiambu County, Kenya
Typefull-time
SenioritySenior
Experience8+ yrs
Company size501–1,000 people
PostedNov 7, 2025 · 12mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
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
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
Experience in regional or multi-site training coordination is an added advantage
Skills
Microsoft Office Suite
Learning Management Systems (LMS)
e-learning platforms
Salesforce
Zoho CRM
call center software
Zoom
Microsoft Teams
Google Meet
About the company
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.
About the role
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:
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Design, develop, and deliver comprehensive training programs for telesales agents, including onboarding, product knowledge, sales techniques, CRM usage, and compliance.
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Customize training content to align with regional market nuances, customer behaviour, and cultural considerations.
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Facilitate engaging classroom, virtual, and on-the-job training sessions.
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Conduct regular training needs assessments and skills gap analyses across regions to inform continuous learning initiatives.
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Collaborate with operations, quality assurance, HR, and senior leadership teams to ensure alignment of training with business goals and strategic priorities.
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Monitor and evaluate training effectiveness through assessments, feedback, performance metrics, and ROI measurement.
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Provide coaching and mentoring to new and existing telesales agents to drive performance and professional development.
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Maintain up-to-date training materials and documentation in line with evolving business needs, market trends, and compliance standards.
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Support the implementation and optimization of learning management systems (LMS) and digital learning tools.
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Develop and implement a scalable training strategy aligned with the BPO’s business goals and regional expansion plans.
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Create standardized training modules and frameworks adaptable across different regions while maintaining consistency in quality and outcomes.
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Design and deliver leadership and management development programs for team leads and supervisors within the telesales function.
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Promote a high-performance, customer-centric culture through training and engagement initiatives.
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Lead the selection and integration of e-learning, microlearning, and blended learning approaches.
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Establish quality benchmarks for training delivery and conduct audits to maintain training excellence.
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Stay abreast of industry trends, emerging technologies, and evolving customer expectations to keep training programs relevant.
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Pilot new training methodologies and tools to enhance learner engagement and retention.
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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.