Location: Nairobi
About the role:
Burn is looking for a Call Centre Training Associate to lead the training and knowledge transfer initiatives for BURN’s call centres across Burn markets, supporting the company’s expansion strategy. This role is crucial in developing and implementing comprehensive training programs that enhance call centre capabilities, ensure quality standards, and support carbon project monitoring. The position requires flexibility for extended travel to assigned countries and markets.
The objective
is to enhance call centre performance by developing and delivering effective training programs that equip agents with the necessary skills, knowledge, and tools to provide exceptional customer service, improve efficiency, and ensure adherence to company standards and compliance guidelines.
Key Duties and Responsibilities
Training Development & Delivery
- Design and conduct training programs for new and existing Customer Care Representatives, both virtually and in-person
- Lead training initiatives for carbon project monitoring across all markets
- Develop and maintain comprehensive training materials, SOPs, and knowledge base resources
- Create flexible learning interventions using digital and traditional methods
- Review and enhance existing training programs for continuous improvement
Quality Assurance & Performance Management
- Ensure adherence to call centre processes, systems, and standards
- Collaborate with QA/QC teams to identify and address performance gaps
- Provide personalized coaching based on QA results and performance metrics
- Conduct regular performance evaluations and develop improvement action plans
- Lead quality audits and SOP evaluations
Systems & Process Implementation
- Train teams on call centre systems and operational processes
- Coordinate with Carbon Officers for project compliance audits
- Establish call centre tools for carbon projects in collaboration with the Quality team, including:
- Call sheets for priming and booking
- Evidence folders
- Call scripts
- Create and maintain call guides, workflows, and FAQs
Team Development
- Conduct new hire training across different service queues
- Provide ongoing support and development opportunities
- Foster team engagement and satisfaction
- Implement performance improvement initiatives
Key Performance Indicators (KPIs)
- Internal and external QA score improvements
- First Contact Resolution rate
- Weekly PKE Tests/Mystery shopping performance metrics
- Agent Engagement and Satisfaction scores
- Training Net Promoter Score
- Case Reopen Rate reduction, particularly for carbon-related deliverables
Special Requirements
- Willingness to travel frequently to assigned countries for extended periods
- Strong understanding of carbon project monitoring and compliance
- Excellence in both virtual and in-person training delivery
Other Duties and Responsibilities:
- Performs other responsibilities, as requested, or assigned by management.
- Performs other miscellaneous duties, as requested, or assigned by management.
- Any other duty as assigned by manager.
BURN Ambassador
- Always maintain integrity and be a positive ambassador for BURN
- Strive for continuous improvement for our services that we offer our customers.
- Maintain an open and receptive attitude when receiving feedback and suggestions
