Job Objective:
To impart knowledge on products, processes & systems and skill the role holders on the company ways of working and thus enabling them to achieve defined business metrics.
Duties and Responsibilities:
• Timely sign off the training calendar.
• Ensure that training is delivered in time with at least the minimum defined number of people.
• Conducting the steering council meeting with the client representative as per the defined calendar.
• Responsible for effective communication with business. Should act as a bridge to bring the market realities to business and translate the business strategies at the ground level for implementation.
• Complying to the processes defined and ensuring that reports like post training reports ( PTR), attendance sheets, impact stories are filled and submitted on time.
• Ensure that the maximum number of role holders is covered for training and thus the training benefits are extended to its utmost.
• Monitor and Report on activities, costs, performance etc as required.
• Arrange for the maintenance and procurement of all necessary equipments and materials relating to effective delivery and measurement of training.
• Evaluating the extent of knowledge enhancement by conducting job knowledge Quiz’s.
• Impacting productivity of CS personnel by enhancing their Customer Service skills.
• Continuous improvement in training delivery and content by analyzing PTR and feedback scores.
• Imparting training programs at all levels i.e. from basic customer service processes, systems, tools and skills to handle escalations.
• On the floor coaching of the CS personnel as and when required to tackle and understand on the field nuances.
• Understand and study the business challenges and the market reality of the region operating in.
• Update his/her knowledge on the country’s laws and regulations so as to update content accordingly which helps the CS staff to sell products/resolve customer queries while complying to local laws.
• Get an in-depth understanding of the training requirements of the CS staff so as to modify the content accordingly.
• Update his/her knowledge about the competition, company products, pricing and the industry so as to give inputs in creating a useful and effective content.
• Effective use of presentation skills
Qualifications:
• Graduate or post Graduate.
• 5-7years customer service experience.
• Telecom experience of at least 2 years.
• Strong Communication Skills – Both written and spoken.
• Knowledge of local language ( Kinyarwanda).
• People’s person who has the ability to create bonds easily and quickly.
• Good Presentation Skills and Subject matter knowledge.
• Ability to engage and build relations with multiple stakeholders, including trainees, managers and others.
• Expert in MS Office.
• Should be able to present himself as a mentor whom can be looked up to for guidance and knowledge.
• Must be Rwandan.
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
Send an Application letter and CV/Resume.
Merge these two documents into one document in either word or pdf format.
Do not attach or send any scanned documents, these are sometimes too large for our inbox.
Include the job title and/or reference number in the subject line of the email address and send your application by email to centumlearningjobs@nftconsult.com
Only successfully candidates will be contacted. For all other inquiries please contact our offices directly
Application Deadline: 25 Jan, 2012