Specialist Training Development at Etisalat Nigeria

• Administer and deliver frontline Customer Care and Sales training programmes
• Provide creative and effective blended learning approaches to all training participants on a diverse range of subject matters
• Ensure quality training programmes are developed, customized, approved, maintained, revised and properly documented as required
• Assist the Manager-Training with scheduling, conducting and facilitating blended learning programmes, classes, seminars, sessions and workshops
• Develop, customize and maintain related training support materials which will aid trainers in delivery of training
• Perform a variety of routine daily tasks, review reports, prepare correspondence and participate in special departmental projects
• Develop extensive training plans to address all job functions and ensure proper execution of the training plans on annual bases
• Query and analyze post-training evaluations to determine the effectiveness of learning interventions
• Offer training counseling to frontline Customer Care and Sales staff
• Conduct periodic assessments to get the ROI for the trainings executed in conjunction with line managers
• Create well-rounded e-learning modules towards ensuring that over-dependence on classroom training is significantly reduced
• Provide appropriate intervention programmes to address gaps, e.g on-the-job training, assessment centre, class/ video learning and e-learning
• Monitor improvements in competence levels after the delivery of learning interventions over a specified period of time to ensure that root causes of training inadequacies are accurately traced to trainers, vendors and/ or participants
• Maintain training documentation and records by managing the training database
• Generate appropriate training reports for management attention and action
• Review reports from performance management with a view to ensuring that customized learning interventions are proffered to address identified gaps

• First degree or equivalent in relevant disciplines

• Between three (3) and five (5) years directly relevant post-NYSC work experience, preferably in a Call Centre business environment

• Ideal candidate must be able to demonstrate:
• Excellent planning, organizing, facilitation and training skills
• Excellent problem-solving and analytical skills
• Excellent understanding of Customer Service principles and GSM business environment
• Good technical knowledge of systems and applications
• Familiarity with developing training curricula and identifying learning needs.