Job Description
Position: Specialist, Training
Unit: Customer Experience Management
Section: Customer Care & Operations
Department: Commercial
Number of requirement: 1
Vacancy Reference No: 2017/004
Main responsibility areas:
-
Devising training policy and processes based on the strategic need of the department. Producing training materials for in-house courses. Managing the delivery of training and development programmes.
-
Developing and conducting effective induction programmes that includes service knowledge and soft skills for new representatives in any Ncell touch-points. Run periodic refreshment training programs for all the Ncell customer service representatives including Ncell shops and Channel representatives across country.
-
Identifying training and development needs within the department through job analysis, appraisal schemes and regular consultation with respective team managers and in coordination with human resources department
-
Measuring and sharing the training evaluation report on regular basis and updating / enhancement of training module/skills based on the feedback.
-
Conducting mystery shopping in touch-points and providing suggestions for improving processes.
-
Designing and expanding training and development programmes based on the performance reports like quality reports, mystery shopping reports, NPS survey report and other relevant KPIs. Amending and revising programmes as necessary, in order to adapt to changes occurring in the work environment.
-
Conducting service knowledge tests for new and existing touch-point staffs to understand their knowledge level and providing trainings based on results.
-
Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning package.
-
Researching new technologies and methodologies in workplace learning and presenting this research.
What we offer:
-
International Working Environment, Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Bonus, Provident Fund, Incentives, Leave Travel Allowance, Medical Insurance, Gratuity, Communication Facilities, etc.
Your qualification and experience:
-
Bachelor’s Degree in Management but candidates having MBA will be preferred.
-
At least 2 years of experience in Training, Customer Experience or similar field.
Your profile:
-
Sound knowledge of MS Office and digital learning platforms
-
Creative work approach
-
Team player
-
Strong analytical skills
-
Good planning skills
-
Strong communication skills
-
Problem solving skills
-
Positive Attitude
-
Nepali writing/typing skill
How to apply:
If you consider yourself as our future employee and believe that you match the profile, please don’t hesitate to apply. You apply by sending your latest resume along with an application at
recruitment@ncell.axiata.com with vacancy reference number as a subject.
Last application date: 28th March 2017
This Job is expired. The Company is no longer accepting applications for this position.
