Our client is an international training solutions provider that offers end-to-end learning and skill-building solutions that impact business performance through enhanced employee productivity, customer profitability and effective talent transformation.
With the company expanding to several countries in Africa, our client wishes to recruit a several positions to manage its training interventions in Customer Care and Sales. The following are the positions to
be filled.
be filled.
Regional Manager
The position will be responsible for ensuring that the training requirements for the region for both sales and service are met as per the training needs identified. They will also act as a key contact between the central team and regional training resources.
Main Responsibilities
The candidate will be expected to carry out responsibilities in line with their job title.
These responsibilities include:
1. Giving strategic direction to the training needs of a region
- Utilizing in-depth understanding of the core purpose of training at regional level and devise training strategy accordingly.
- Closely collaborating with business at the regional as well as the local operating country level so that both the sides are on the same platform in identifying and addressing training needs.
- Managing manpower challenges of the organization based on an understanding of the region and design the training calendar accordingly
- Reviewing existing strategies on periodic basis to make changes and modifications as and when necessary.
- Acting as the Company representative at the Regional level.
2. Effective training execution at the Regional level
- Responsible for effective and seamless implementation of the training plan at regional level.
- Working along with the Sales and CS Practice head to finalize the content and training execution guidelines.
- Working in alignment with the Regional training team of the client to design, plan and execute training effectively.
- Analyzing the regional training reports and tracking the progress made through training interventions.
- Identifying areas of further improvement through delivery, content modification or training design.
- Responsible for the number of Training man days in accordance to the training calendar and agreed upon at each Operating country as well as budgets, cost and profit.
- Responsible for establishing a Management Information System for the region handled.
3. Performance, people and process management
- Responsible for performance and growth of the people reporting into him through skill enhancement by putting them through training workshops.
- Creating growth channels for his team members and hand hold them in their endeavors from time to time.
- Creating and audit the processes followed at each Operating Country within the region to ensure that there are no gaps and process is complied to.
- Managing Reward and Recognition at the Regional level
- Responsible for manpower recruitment at the regional level along with the Sales and CS practice Head as well as with the L&D managers of the client.
4. Strategizing the training needs at the Operating Country as well as the Regional level.
5. Finalizing the training calendar at the Operating Country and the Regional level
6. Skill Building of CS and sales trainers in the region.
7. Deciding on the Reward & Recognition Program
8. Finalizing on the content along with the CS and Sales Practice Head
Minimum Requirements:
The successful candidate should possess the following:
- Relevant Post Graduate/MBA Degree
- Total experience of more than 8 years of handling operations or training in a medium to a large sized organization preferably in a telecom/FMCG industry.
- Expert in MS – Office
The successful candidate should also possess the following personal attributes: aa
- Strong Communication Skills – Both written and spoken
- People’s person who has the ability to create bonds easily and quickly
- Good Presentation Skills
- Execution and Operational Expertise
- Ability to engage and build relations with multiple stakeholders, including trainers, L&D managers and others
Team Member – Content Developers
Reporting to the Practice Head – Sales/Customer Service, the candidate will be expected to carry out responsibilities in line with their job title. The main responsibility in line with the job title is Creation and customization of Content as per the business and people requirement of the Operating country.
This will be achieved by:
• Understanding and studying the business challenges and the market reality of the region operating in.
• Understanding and studying the business challenges and the market reality of the region operating in.
Should be able to create effective content on Product, Process and Skills for both the Sales and CS staff working at different levels.
- Updating knowledge on operating country’s laws and regulation so as to create content accordingly which helps the sales and CS staff to sell products and service clients while complying with the local laws.
- Getting an in-depth understanding of the training requirements of the sales and CS staff so as to create the content accordingly.
- Updating knowledge about the competition, company products, pricing and the industry so as create a useful and effective content.
- Aligning with Sales and CS trainers to get the feedback on the training program conducted so that relevant changes can be made.
- Constructing learning solutions while ensuring quality norms and creating facilitator and participant guides as well as other training material.
- Conducting field study as and when required to obtain ground level data and pilot programs and Train the trainers for trainers on the content
Minimum Requirements:
The successful candidate should possess the following:
- Have a Post Graduate/MBA/Graduate in English Literature/Mass communication
- Should have created content or conducted Training programs for the telecom industry.
- Have experience in training, preferably in telecommunications companies or call care centers, coupled with good writing skills
- Have experience in telecommunications industry and specifically in Sales or Customer Service (CS) experience would be preferred.
- Proficiency in MS – Office
The successful candidate should also possess the following personal attributes:
- Strong and creative Written Communication Skills. Relevant experience in writing/ editing/ proof reading for tutorials and technical articles would be added advantage.
- Team Player with research or structured initiative orientation
- Persons with strong sense of logic and analytical ability and sound visualization skills
- Eye for detail with ability to work with deadlines
- Ability to conceive, analyze and explain complex situations and circumstances in simple ways to broad consumer audience
- Familiarity with online publishing and being active in the online world through blogging or other avenues is a strong plus
Customer Service Trainer
Main Responsibilities
Reporting to the Practice Head – Customer Service, the candidate will be expected to carry out responsibilities in line with their job title.
These responsibilities include:
1. Managing Operations effectively at the state/province/zonal level
- Ensuring that the training is delivered on time with at least the minimum defined number of people.
- Acting as a bridge to bring the market realities to business and translate the business strategies at the ground level for implementation.
- Complying with the processes defined and ensuring that the reports like Post Training Reports (PTR), attendance sheets, Impact stories are filled and submitted on time.
- Ensuring that the maximum number of role holders is covered for training and thus the training benefit is extended to its utmost.
- Arranging for the maintenance and procurement of all necessary equipment and materials relating to effective delivery and measurement of training.
2. Knowledge and skill enhancement of the CS personnel so that they are more competent to meet the defined business metrics
- Evaluating the extent of knowledge enhancement by conducting Job Knowledge quiz
- Impacting productivity of CS personnel by enhancing their Customer Service skills through effective training delivery
- Continuously improving in training delivery and content by analyzing PTR and feedback scores.
- Imparting training programs at all levels, from Basic customer service processes, systems, tools and skills to handling escalations
- On the floor coaching of the Customer Service personnel as and when required to tackle and understand on the field nuances.
3. Customization of Content as per the business and people requirement of the operating country
- Gaining an understanding and studying the business challenges and the market reality of the region operating in.
- Updating knowledge on operating country’s laws and regulation so as to update content accordingly which helps the customer service staff to sell products/resolve customer queries while complying with the local laws.
- Getting an in-depth understanding of the training requirements of the sales staff so as to modify the content accordingly.
- Updating knowledge about the competition, company products, pricing and the industry so as to give inputs in creating a useful and effective content.
4. Planning the training calendar in conjunction with the Zonal CSD Head.
5. Customizing the content of the training program depending on the demographics and people need in consultation with the Content Team.
6. Planning their calendar on alternating between ILT and Coaching depending upon the need and availability of the CS personnel.
Minimum Requirements:
The successful candidate should possess the following:
- Relevant Graduate or Post Graduate Degree
- 5 – 7 years Customer Service Experience. Preferred will be 2 years telecom experience
- Knowledge of the country’s local language
- Expert in MS- Office
The successful candidate should also possess the following personal attributes:
- Strong Communication Skills – Both written and spoken
- A people’s person who has the ability to create bonds easily and quickly and the ability to engage and build relations with multiple stakeholders, including trainees, managers and others
- Good Presentation Skills and knowledge on the subject matter
- The candidate should be able to present himself as a mentor for guidance and knowledge
Sales Trainer
Reporting to the Regional Manager – Sales, the candidate will be expected to carry out responsibilities in line with their job title.
These responsibilities include:
1. Managing Operations effectively at the state/province/zonal level
- Ensuring that the training is delivered on time with at least the minimum defined number of people.
- Acting as a bridge to bring the market realities to business and translate the business strategies at the ground level for implementation.
- Complying with the processes defined and ensuring that the reports like Post Training Reports (PTR), attendance sheets, Impact stories are filled and submitted on time.
- Ensuring that the maximum number of role holders is covered for training and thus the training benefit is extended to its utmost.
- Arranging for the maintenance and procurement of all necessary equipment and materials relating to effective delivery and measurement of training.
2. Knowledge and skill enhancement of the sales personnel so that they are more competent to meet the defined business metrics
- Evaluating the extent of knowledge enhancement by conducting Job Knowledge quiz
- Impacting productivity of sales personnel by enhancing their sales skills through effective training delivery
- Continuously improving in training delivery and content by analyzing PTR and feedback scores.
- Imparting training programs at all levels, from Basic selling skills to advanced levels.
- On the field coaching of the sales personnel as and when required to tackle and understand on the field nuances.
3. Customization of Content as per the business and people requirement of the operating country
- Understanding and studying the business challenges and the market reality of the region operating in.
- Updating knowledge on operating country’s laws and regulation so as to update content accordingly which helps the sales staff to sell products while complying with the local laws.
- Getting an in-depth understanding of the training requirements of the sales staff so as to modify the content accordingly.
- Updating knowledge about the competition, company products, pricing and the industry so as to give inputs in creating a useful and effective content.
4. Planning the training calendar in conjunction with the Zonal Sales Head.
5. Customizing the content of the training program depending on the demographics and people need in consultation with the Content Team.
6. Planning their calendar on alternating between ILT and Coaching depending upon the need and availability of the sales personnel.
Minimum Requirements:
The successful candidate should possess the following:
- Relevant Graduate Degree. A Post Graduate Degree will be an added advantage
- 5 – 7 years Sales Experience – preferably will be 2 years telecom experience
- Practical experience in training in sales set up, preferably in a telecommunications company
- Knowledge of the country’s local language
- Expert in MS- Office
The successful candidate should also possess the following personal attributes:
- Strong Communication Skills – Both written and spoken
- Ability to create bonds easily and quickly and the ability to engage and build relations with multiple stakeholders, including trainees, managers and others
- Good Presentation Skills and knowledge on the subject matter
- Ability to present himself as a mentor for guidance and knowledge
Interested candidates should send their application letters and detailed CV by email ONLY to recruitkenya@kimberly-ryan.net by 20th October 2010. Please note that ONLY shortlisted candidates will be contacted.
