Instructor – Digital Customer Service

JOB DESCRIPTION

Roles & Responsibilities:

Delivery of Training

• Follow the overarching structure and flow of the program’s curriculum.
• Prepare for effective delivery by understanding and personalizing session plans prior to class sessions.
• Engage participants in active thinking and participation.
• Deliver instruction that is rigorous, relevant, and appropriate for adults.
• Conduct assessments and record data as outlined by the curriculum.
• Collaborate with Generations’ Quality team and commit to act on any feedback based on achieving the required quality standard of the program.

 Program Management

• Support in mobilizing targeted youth using Generation-specific promotional and communications strategies which include but are not limited to;
  • Mapping areas in the community frequented by targeted youth.
  • Scheduling and conducting meetings with key stakeholders.
  • Distribution of mobilization materials to faith based, and youth serving organizations in the communities.
  • Represent Generation during events/activities held around the training location/region working with the Generation Kenya Communications office
  • Identify and engage stakeholders who would be keen on supporting Generation’s operations at the centers such as community organizations, youth leaders, sponsorship organizations etc.
  • Represent Generation on local media when opportunities are availed, working very closely with the Generation Kenya Communications office
• Screening candidates and preparing them to attend the training.
• Serve as the primary point of contact between Generation participants, program coordinators, and other stakeholders.
• Any other administrative duties required to ensure successful operations of the program.

Data Management

• Support Generation’s data-driven model by inputting the following data into the data tool:
  • Attendance of participants (including grooming status, dropouts & punctuality)
  • Participant assessment Data
  • Jobs Application Data
• Collaborate with Generation’s Data Team and commit to acting on any feedback that intends to increase data completion to Generation’s global standards.

Mentorship

• Build relationships with participants, develop an understanding of their personal strengths and challenges, and foster a supportive classroom environment.
• Identify and onboard Generation alumni mentors to mentor class students.
• Assign each student a mentorship group where they will be mentored by the volunteer alumni mentors
• Ensure mentors are meeting with their mentees and that the mentorship groups are active.
• Work with class mentors to identify and mitigate potential risks to participant success and achievement of their goals.

Motivate and support participants to persevere through challenges and continue their journey of professional and personal growth.

Key Working Relationships

• Quality Assurance – work in collaboration with Risk and Compliance Officers, and other key GPK staff to provide support, guidance, monitoring, inspection, evaluation and reporting on the process of teaching and learning.
• Kenya & Global Operations Team – support and advice the Operations Regional Lead on global and local operations strategy development and implementation.
• Generation Programme Kenya Program Team – in liaison with Operations Regional Leads, regularly engage, advice and support internal teams in Generation Kenya as Training advisor, on best practice in Digital Customer Service Training to ensure delivery of high quality and timely funder reporting.

Knowledge, Qualifications And Experience

Essential

• A bachelor’s degree in any field.
• A minimum of five (5) years relevant – hands-on – professional experience in a busy call center, or customer service environment or similar role.
• At least two (2) years proven experience facilitating on-the-job Customer Service Training / coaching – preferred.
• Experience in youth development – is desirable.
• Embody values and understand the future challenges and opportunities for youth empowerment and is passionate about creating an impact in Kenya’s employment ecosystem.
• Comprehensive knowledge of Microsoft programs (Word, Excel, Outlook) required.

 Added Advantage

• Excellent knowledge of modern instructional methods and tools.
• Familiarity with video conferencing tools such as Zoom, Teams etc
• Proven experience in online training facilitation – preferred.
• Ability to facilitate positive change and build sustainable working relationships.
• Ability to meet deadlines and handle diverse tasks simultaneously.
• Any other professional certification – is desirable.

Core Competencies

Motivational Fit

• Commit to and empathize with young people and disconnected populations.
• Work successfully in a fast-paced, start-up environment.
• Fulfill the expectations of the instructor role inside and outside of the Generation classroom.

Delivery of Skills-based Training

• Follow the overarching structure and flow of a curriculum.
• Engage participants in active thinking and participation.
• Deliver instruction that is rigorous, relevant, and appropriate for adults.

Commitment to Reflection and Growth

• Be self-reflective.
• Openly receive and give feedback on his / her performance.
• Apply feedback and pursue additional learning to strengthen his / her performance.

Effective Communication

• Adapt his / her communication style to reflect and connect with the diverse experiences of participants.
• Explain complex topics in a non-technical way.

Personal Responsibility

• Always act professionally, meeting Generation’s expectations and policies, even under pressure.
• Set and attain goals, even in difficult circumstances.
• Acknowledge mistakes and learn from them.
• Work independently with limited oversight and seek assistance when needed.

Other Requirements

• Ability to travel frequently within Kenya to the counties.

INTERESTED candidates please submit your applications to  the email attaching your latest resume and cover letter. The deadline for submissions is 11th February 2025. Kindly indicate in the Email subject: Instructor – Digital Customer Service. Only shortlisted candidates will be contacted.