Tuesday, December 25, 2012

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

Job Title:    Specialist.Training Development
Location:    Lagos,NG
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.

1 comment:

  1. Without the sales business is incomplete and even the market could not know the product. For that sales has to be done for the product because by that people know who you are. Every night your sales team goes home and curls up and reviews their sales training binders over and over again. Sales person need some training for become a good salesman. Person training, Sales training and learning to play similar in one respect. Having continued lessons, practice, concepts and discussions are benifial for the sales.


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