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.RequirementsExperience and SkillsBachelor’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.
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.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
Tatu City is a 5,000-acre new city on Nairobi’s doorstep with homes, schools, businesses, a shopping district, a medical clinic, nature areas and recreation for more than 250,000 residents and tens of thousands of day visitors. Tatu City’s schools educate thousands of students daily, and a range of homes suits all incomes and businesses that thrive in the country’s first operational Special Economic Zone. Located 30 minutes from Westlands, Tatu City represents a new way of living and thinking for all Kenyans in a live, work and play environment that is free from traffic congestion and long-distance commuting.
Tatu City is a development by Rendeavour, Africa’s largest new city builder with 30,000 acres of visionary projects in growth trajectories across Ghana, Nigeria, Kenya, Zambia and the Democratic Republic of Congo.
