Etisalat is looking for a specialist in training and development for customer care

Job Title:    Specialist.Training Development

                               

Location:    Lagos,NG

                               

Function                              

Job Summary                     

                               

Address identified learning gaps by generating skills audits, performing Training Needs Analyses, developing curricula and determining suitable instructors

                               

Principal Functions                         

-Administer and deliver frontline Customer Care and Sales training programmes

-Provide creative and effective blended learning approaches to all training participants on a diverse range of subject matters

-Ensure quality training programmes are developed, customized, approved, maintained, revised and properly documented as required

-Assist the Manager-Training with scheduling, conducting and facilitating blended learning programmes, classes, seminars, sessions and workshops

-Develop, customize and maintain related training support materials which will aid trainers in delivery of training

-Perform a variety of routine daily tasks, review reports, prepare correspondence and participate in special departmental projects

-Develop extensive training plans to address all job functions and ensure proper execution of the training plans on annual bases

-Query and analyze post-training evaluations to determine the effectiveness of learning interventions

Offer training counseling to frontline Customer Care and Sales staff

-Conduct periodic assessments to get the ROI for the trainings executed in conjunction with line managers

-Create well-rounded e-learning modules towards ensuring that over-dependence on classroom training is significantly reduced

-Provide appropriate intervention programmes to address gaps, e.g on-the-job training, assessment centre, class/ video learning and e-learning

-Monitor improvements in competence levels after the delivery of learning interventions over a specified period of time to ensure that root causes of training inadequacies are accurately traced to trainers, vendors and/ or participants

-Maintain training documentation and records by managing the training database

-Generate appropriate training reports for management attention and action

-Review reports from performance management with a view to ensuring that customized learning interventions are proffered to address identified gaps

                               

Educational Requirements                          

                               

First degree or equivalent in relevant disciplines

Experience & Skills:

Between three (3) and five (5) years directly relevant post-NYSC work experience, preferably in a Call Centre business environment

                               

Experience,Skills & Competencies                                

-Ideal candidate must be able to demonstrate:

-Excellent planning, organizing, facilitation and training skills

-Excellent problem-solving and analytical skills

-Excellent understanding of Customer Service principles and GSM business environment

-Good technical knowledge of systems and applications

-Familiarity with developing training curricula and identifying learning needs

Click here to apply.