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
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