Region:                               Nairobi

Reporting to:                     Customer Experience Manager – Training

Range:                                   R3

Department:                       Customer Experience Centre

Role Purpose:

He /She will execute learning programs in the Customer Experience Center to ensure service provided by Customer Experience Officers is up to the expected standards, meets customer needs and results in Customer Satisfaction. Work with Customer Experience Managers, Training & Quality Teams, to highlight learning gaps and assist in developing relevant training programs and ways to ensure best quality of service is delivered.

Key Duties and Responsibilities

• Identify and analyze training needs &/or skill development within the Customer Experience Sections and align to various learning interventions in line with business objectives
• To conduct training needs analysis on individual & teams previously trained so as to proactively identify specific and appropriate training interventions
• To take responsibility for planning , designing, coordinating and delivering training which meets all criteria to the relevant target audience in order to ensure an optimum learning environment alongside skill transfer in line with needs analysis
• To be the liaison person between subject matter experts to align Customer Experience Training programs in terms of design, content and training standards impacting business objectives
• To evaluate training programs using assessment tools and industry metrics on an ongoing basis to determine the extent to which learning initiatives meet the core business need and ensuring best use of Orange Kenya resources.
• Provide training advice while integrating general best practice, external business trends and research through effective facilitation and learning in order to meet business targets and increase Customer Satisfaction

Academic Qualifications ·         Diploma/Certificate in related field from a recognized institution ·         Experience in Customer Care and Sales functions ·         Experience in  training needs analysis and design is an added advantage ·         Certified Professional Trainer qualification is desirable but not mandatory

Professional Skills: – Good planning skills –  People motivation skills –  Strong negotiation skills – Has initiative and self drive –  Capacity to propose solutions, advice, convince –  Work with integrity and correctness –  Continuous adaptation to new techniques and technologies –  Initiative and analytic mind –  Listening ability to make proper decisions –  Confident, independent and mature, to handle difficult issues swiftly –  Strong Communication  and Presentation skills –  A team Player and information sharing spirit –  A positive influencer

This position is opened to Kenyan citizens only. If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.  Application should be sent by latest 1^st May 2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field. Only shortlisted candidates will be contacted.