Purpose of this Role
The role holder will be responsible to deliver functional operations training and acclimatize new hires in the Customer Care Group / touch points (MCN & Value Chain), to the business. Provide product and technical skill update as at when due.
Key Accountabilities
Delivery of Training, Coaching and Facilitation - Staff
- Conduct training needs analysis
- Complete training for MCN Staff trained on touch point handling skills and other soft skills (100% experiential learning).
- Conduct Refresher training for existing staff.
- Training Feedback Mechanism (80% validity).
- Design, copile and update training material.
- Compile and manage training administration and schedule
- Development of training documentation for departments: Sign off all Operations Manual
Training Manual
- Design, compile and update training material
- Compile and manage training administration and schedule
- Development of training documentation for departments: Sign off all Operations Manual
- Design and implement a training feedback process to measure validity of training done
- Review and update all operational and technical training manual for all business units based on new products and processes
- Create operational training document for departments that currently do not have
Training Impact
- Periodically evaluate ongoing programs to ensure that they reflect any changes
- Evaluate and assess trainings conducted
- Compile training reports and share with relevant stakeholders
- Maintain database of all training evaluation documents
E-Learning Usage / Uptake
- Ensure at least 80% uptake and utilization of e Learning platform
- Support learners to embrace different ways of learning and leverage on technology
- Utilization of virtual classroom tool
Qualifications & Experience
- Bachelors Degree
- 3-5 years experience in a training facilitation role.
- Detailed commercial and financial acumen, balanced with creative flair.
- Business Intelligence experience.
- Customer Relationship Management.
- Campaign management experience.
- Strong budget management experience
Functional Competencies
- The incumbent is required to have the following functional competencies
- Sound business operations knowledge
- Product and service knowledge
- Business processes
- Customer Care Knowledge
- Group and individual psychology knowledge
- Computer knowledge
- Market / Customer knowledge
- Team behavior understanding
- Organizational and industry understanding
- Theory of learning
- Learning methodologies and trends
Behavioral Competencies
- Flexibility
- Quality driven
- Drive and energy
- Patience
- Team player
- Problem solving and analysis
Interested candidates are invited to send their CV through Ethiojobs website.