Customer Experience Trainer

Job Description

About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

Reporting to Customer Experience Training Manager, the role holder will be responsible for:

CORE RESPONSIBILITIES:

  •  Design and develop customer experience training materials, such as digital presentations, how-to manuals, and instructional videos.
  • Coordinate and plan training sessions in collaboration with HR Talent and Capability and the Workforce planning teams.
  • Facilitate in providing training sessions, develop appropriate objectives and ensure achievement for same.
  • Provide technical support and onboarding services to all new recruits in conjunction with the HR Shared services team.
  • Training experienced employees on new or updated call center procedures to improve their performance.
  • Observing the daily operations of call center employees and identifying any areas of improvement.
  • Liaising with team leaders and managers to conduct on-the-job coaching.
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports.
  • Creating and managing the training budget.
  • Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
  • Conduct surveys and evaluations to ensure their training materials are effective
  • Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents
  • Coordinate and report all training that are being catered by third parties.
  • Maintains and completes all documentations for all training programs (Class roster, training logs and other forms as determined on the program)
  •  Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills

Job Requirements

JOB REQUIREMENTS

  •  Degree in Human Resources, or a related field.
  • Certification in business training/coaching and, education psychology/training skills is preferred.
  • At least 2 years’ experience working as a contact centre trainer or team leader.
  • Familiarity with learning management systems, eLearning software and presentation software
  • Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation.
  • Strong writing and record keeping ability for reports and training manuals
  • Strong teaching abilities and mentoring skills.
  • Excellent consulting skills, (critical thinking, problem solving, decision making, and influencing)
  • Good communication (English and Fluency in 2 major Ethiopian Languages), interpersonal, and conflict resolution skills.
  • Candidate should be willing to travel across the Regions on a regular basis.

BUSINESS COMPETENCIES

 Working With Others

  • Consciously takes steps to make the most of every conversation/interaction
  • Identifies people’s needs, interests and motives to be able to influence the decisions
  • Builds and maintains strong relationships and networks

Operational Excellence

  • Focuses on achieving maximum performance and driving continuous improvement
  • Thinks about processes and problems cross-functionally and end-to-end
  • Uses knowledge of products, technology, process, systems and policy to solve problems

Creativity and Innovation

  • Finds creative ways to exploit opportunities and solve problems
  • Takes risks and pushes what is possible
  • Experiments with unorthodox approaches

Business Know-how

  • Balances current and future needs
  • Thinks and acts like an owner of the business 
  • Acts in line with legal, regulatory, professional and ethical standards

Working With Change

  • Responds flexibly to changing situations
  • Manages the business and people aspects of change to drive performance

Project and Programme Management

  • Defines scope and deliverables in terms of time, cost, quality and business benefit 
  • Schedules activity and identifies resource needs, dependencies and synergies  
  • Evaluates progress, mitigates risks and addresses issues

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on Ethiojobs.net 

and

then Click on the apply button.

Remember to attach your resume. 

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