Job Description

About Keen

At Keen, we don't just deliver services -- we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO, agency, or staffing firm. We're a partner in growth -- and that's where you come in.

About the Role

We are looking for a dynamic BPO Training Lead to spearhead the training initiatives across our BPO operations. In this role, you will develop and oversee effective training programs designed to elevate agent performance, enhance customer satisfaction, and meet client-specific goals. Your leadership will be crucial in creating a culture of continuous learning and improvement.

What You'll Do

Design, implement, and manage comprehensive training programs for BPO agents, focusing on skills development and operational efficiency. Lead and mentor our trainer to ensure high-quality delivery of training sessions and materials. Analyze training needs through performance metrics, client feedback, and industry best practices to drive effective learning solutions. Facilitate workshops, training seminars, and hands-on sessions, ensuring engaging and interactive learning experiences. Collaborate closely with operations, quality assurance, and client teams to align training objectives with business goals. Evaluate training effectiveness through assessments, feedback surveys, and performance metrics and adjust programs accordingly. Keep abreast of industry changes and innovations to ensure training content remains relevant and impactful. Foster a positive learning environment that encourages collaboration, knowledge sharing, and accountability among staff.

Requirements:

What We're Looking For

5+ years of experience in training and development, with a focus on BPO or customer service environments. Proven track record of leading training programs that drive performance improvement in support teams. Exceptional facilitation, coaching, and public speaking skills, able to inspire and engage diverse audiences. Strong analytical abilities to assess training needs and evaluate the effectiveness of training initiatives. Excellent command of the English language, both written and verbal, with strong communication skills. Demonstrated ability to work collaboratively within teams and across departments. Proficient in training technologies and tools (e.g., LMS, virtual training platforms) and comfortable with data analysis and reporting. Experience in the food service or technology industry is a plus. Ability to thrive in a fast-paced, evolving environment and adapt training strategies as needed.

Benefits:

What's In It for You

Competitive full-time compensation Collaborative in-office culture based in Woodstock, Cape Town Transport and Medical allowances Shape the development of a growing, high-impact support team Direct exposure to an innovative client in food tech and POS Birthday leave + professional development budget * Be part of a global team that values clarity, ownership, and continuous growth