Customer Service Operations (Training) Team Leader Job in Kenya


Position: Team Leader - Customer Service Operations (Training)

Overall Role Purpose:

Give strategic direction to the training needs of the region assigned.

Duties and responsibilities

  • Should understand the core purpose of training at regional level and devise training strategy accordingly.
  • Should closely collaborate with business at the regional as well as the local country level so that both the sides are on the same platform in identifying and addressing training needs, methodology and timelines.
  • Should be well versed with the manpower challenges of the region and design the train calendar accordingly
  • Would be responsible for effective and seamless implementation of the training plan at regional level
  • Should be able to consolidate the training requirements at each opco/country and thus define the training needs and strategize the training calendar accordingly.
  • Should work along with the CS Practice head to finalize the content and training execution guidelines
  • Should analyze the regional training reports and track the progress made through training interventions. Should identify areas of further improvement through delivery, content modification or training design.
  • Would be responsible for the number of Training man days in accordance to the training calendar signed and agreed upon at each Opco
  • Would be responsible for performance and growth of the people reporting into him.
  • Should create and audit the processes followed at each opco within the region to ensure that there are no gaps and process is complied to.
  • Managing quality of deployment at all level
Key decisions
  • Strategizing the training needs at in all Opcos.
  • Finalising the training calendar at the Opcos.
  • Skill Building of CS trainers in the region.
  • Finalising on the content along with the CS Practice Head
Educational Qualifications:
  • Bachelors degree in business/social related field
  • Relevant Masters Degree is an added advantage
Relevant Experience:
  • 6- 7 years of handling Cs operations or Learning & Development preferable in a telecom industry.
  • Centre operations /or Showroom/retail experience would be an added advantage
  • Should have 4-5 years of Managerial experience
Personal Characteristics and Behaviors:
  • 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
  • Expert in MS- Office
If interested, kindly send to recruitkenya@kimberly-ryan.net, indicating the job title on thesubject matter.