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
HOW TO APPLY:
Click here to apply
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