Training and Education Manager(Grade 11)
JOB PURPOSE
Responsible for training call center ,Tigo Shops,Sales Force on Tigo
products/services (in collaboration with Mobile, Data, CLVM, Sales &
Channel,Zones Managers), Process & System ,Customer Service &
Soft skills. Ensure training is completed for all new product launches
according to value proposition. Working closely with the managers on
learning and development programs. Constantly working towards Higher
FCR & Reducing Complaints through standardized knowledge management
tools and content and quality customer acquisition.
The person in this role will be measured on the quality and
effectiveness of the deliverable and against the company’s targets for
CSAT, customer willingness to recommend (customer advocacy) and cost to
serve per Customer.
THE WAY WE WORK
THE WAY WE WORK
You are open-minded, passionate and the way you work energizes others.
You are committed to the timely delivery of a job well done. You behave
with integrity and transparency.
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THE PREVIOUS LIST OF NEW OPPORTUNITIES (26+ POSTS)JOB DESCRIPTION
• Production, management & delivery of the training plan for all
Customer Cares and Sales Channels units, ensure that the plan reflects
the needs and strategies of each department; managing the training plan
for plan across all units and ensure consistency and alignment
• Design and Deliver a soft skill, product, systems & processes
training program across all Customer care units focusing on delivering
the best customer service experience and high quality new customer
acquisition. Work with units to define all training requirements and prioritize
• Ensure control of all content and material to ensure consistency
across all teams. Develop and manage content control and management
process, be accountable for the sign off of all content to ensure all a
materials are available on time for content inclusion
• Assessment of quality and needs; develop and implement a quality and
needs assessment program and aligning program with plans to ensure
feedback is available at all times
• Audit an quality control, ensure all materials and training are delivered is checked for quality and knowledge
QUALIFICATIONS,EXPERIENCE & COMPETENCIES
• Project management skills
• Customer services experience and knowledge
• Telecommunications and platforms functionality
• Problem Solving and Decision Making skills
• Good communications skill written and oral English and Swahili
• 4-5 years working experience in Telecommunications or FMCG preferred
• Bachelor’s degree in communications
"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices"
Only Successful Candidates will be contacted.
• Project management skills
• Customer services experience and knowledge
• Telecommunications and platforms functionality
• Problem Solving and Decision Making skills
• Good communications skill written and oral English and Swahili
• 4-5 years working experience in Telecommunications or FMCG preferred
• Bachelor’s degree in communications
"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices"
Only Successful Candidates will be contacted.
