Job Title: Specialist, Training Customer Care
Location: Lagos, Nigeria
Employer: Etisalat Nigeria
Job Summary: Assist in developing training plans and ensuring timely delivery of all relevant trainings
Principal Functions:
• Liaise with the HR Department to develop and administer customer service related trainings
• Assist in identifying relevant trainings for all Customer Care staff and prepare training schedules
• Assist in ensuring that all training interventions are tailored to meet identified skills gaps and delivered within agreed timelines
• Ensure that feedback from all quality assurance evaluations are incorporated in subsequent customer service training interventions
• Liaise with Finance to facilitate payment of external trainers (where applicable)
• Provide logistics support in the execution of all training programmes
• Attend team/ divisional/ departmental meetings as required
• Prepare/ compile agreed periodic activity and performance reports for the attention of the Manager-Training (Frontline Sales & Customer Care)
• Perform any other duties as assigned by the Manager-Training (Frontline Sales & Customer Care)
Educational Requirements: First degree or equivalent in relevant disciplines
Experience,Skills & Competencies: Between three (3) and five (5) years directly relevant post-NYSC work experience, preferably in a Call Centre business environment
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