Training & Development Specialist

1. Training Design & Content Development • Conduct training needs analyses (TNAs) across sales, contact center, and collections teams in collaboration with department heads. • Design and develop engaging, practical training materials including manuals, facilitator guides, job aids, scripts, e-learning content, and assessments. • Build and maintain an onboarding curriculum that enables new sales agents and call center staff to become productive within their first 30 days. • Develop role-specific programs for: Field Sales Agents, Team Leaders & Supervisors, Call Centre Agents (customer care, partner support, debt collections). • Localize content to ensure relevance to Ugandan market realities, using Luganda where appropriate. • Continuously update materials to reflect changes in products, processes, compliance requirements, and market conditions. 2. Training Delivery • Facilitate in-person training sessions at the Kampala office and during upcountry visits to regional field teams. • Deliver induction programs for all new hires across the organization. • Conduct refresher and upskilling sessions for existing staff based on performance data and business needs. • Adapt delivery style to diverse audiences, including frontline agents, team leaders, and partner staff. • Use blended learning approaches — classroom, on-the-job, peer coaching, and role-plays — to maximize retention and skill transfer. 3. Coaching & Performance Support • Provide structured one-on-one and group coaching to sales agents and team leaders in the office and in the field. • Shadow agents during customer interactions (field visits and call monitoring) and provide immediate, actionable feedback. • Partner with Team Leaders to build their coaching capability — enabling them to sustain learning within their own teams. • Support collections staff with communication techniques, empathy-based debt recovery, and compliance with responsible collections practices. • Identify high-potential agents and recommend them for accelerated development tracks. 4. Learning Measurement & Reporting • Define and track key training metrics: assessment pass rates, time-to-productivity for new hires, post-training performance uplift, and knowledge retention rates. • Produce monthly training reports for HR and Operations leadership. • Use sales performance and quality assurance (QA) data to inform and prioritize training interventions. • Conduct post-training evaluations and act on feedback to continuously improve program effectiveness. 5. Training Function Setup & Administration • Establish the company's training infrastructure from scratch: systems, templates, schedules, registers, and documentation standards. • Maintain a training calendar aligned to business cycles, product launches, and HR onboarding waves. • Source, evaluate, and manage external training vendors or resources as needed. • Manage a training budget responsibly, optimizing for impact and cost-effectiveness. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section