Overall Purpose

This role is responsible for addressing all the training needs and requirements of the Customer Care department for both New and existing staff.

Key Responsibilities;

Participates in planning and conducting department and companywide trainings as may be reqired by the business.
Works with management, Team leaders, QAs and CCRS to develop Training Needs
Analyses and Training processes so as to align to changes in policies, procedures, regulations, business initiatives and technology
Determines instructional methods such as individual training, group instruction, lectures, demonstartes, confrences, meetings and workshops.
Selects or develops teaching aids such as training handbooks, demonstration models,customer interaction scripts, multimedia visual aids, tutorials, and reference workshops.
The Trainer may also work to improve the existing Training materials
Conducts refresher training sessions covering areas identified in the TNAs such as on-the-job training, use systems, interpersonal skills, quality & process issues, and product job training, use systems, interpersonal skills, quality & process issues, and product knowledge and to carry out Training evaluation of all completed Trainings / workshops
In charge on New Hire Induction training and oversees on the Job training and Probation performance monitoring and tracking for New hires.
Reports on progress of employees under guidance during training periods, maintains training records and evaluates the effectiveness of trainings conducted.
In charge of uniform and consistent communication of business information across customer care teams and product mannuals

Incumbent Requirements

Education & Required Skills

Degree in a relevant field from a recognised Institution
Professional instructional skills
Effective communicator and presenter
Effective course design and development skills
Influencer
Customer centric
Fluent in at least English & Luganda / or a major language found within any of the Sales Regions
Able to work well under pressure and under minimum supervision
A fast learner who is able to work with tight timelines
Proficient with Microsoft Office
A team player with high levels of flexibility
Good planning and organization capability
Learning and Research orientation