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Job Summary

He/she will also track, assess and report on training effectiveness.

  • Minimum Qualification: Bachelors
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description/Requirements

Reporting to: Learning, Development & Quality Team Leader
Business Unit Customer Experience

Who We Are
Our company connects the people that keep Kenya on the move. It does this by providing integrated telecommunications solutions to individuals, Small and Medium-sized Enterprises (SMEs), Government and large corporates in Kenya, drawing from a diverse solutions suite that includes voice, data, mobile money as well as network services. Powered by its vast Fiber optic infrastructure, it is also a major provider of wholesale, carrier-to-carrier traffic within the country and the region.

Role Purpose:
To develop and deliver customer experience learning solutions for the commercial and customer service teams. The job holder will develop the team skills in the areas of customer services, selling and communication. He/she will also track, assess and report on training effectiveness.

Key Responsibilities:
°  Conduct Training Needs Assessment in line with business needs.
°  Develop, facilitate and supervise customer experience training programs.
°  Develop and document training material (including videos and manuals).
°  Liaise with HR for new hire inductions/training.
°  Provide details and updates on new products and services.
°  Evaluate organizational performance to ensure training is meeting business needs and improving performance

Academic background & Professional Knowledge: 
°  Bachelor’s Degree in Business or related field
°  Certified Professional in Training Management
°  At least 3 years training experience in a within a contact centre environment or service industry

Here Are The Skills We Are Looking For:
Technical competencies
°  Customer focus
°  Knowledge of designing, developing, implementing and evaluating training programs
°  Networking and building partnerships
°  Analytical thinking
°  Influencing and negotiation

How to Apply:
Applications should be sent by providing an updated Curriculum Vitae (CV) before 19 th June, 2024, including details of your current telephone contacts and names of three referees.

Please note, only shortlisted candidates will be contacted.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to tribe, religion, gender, age or disability.

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