About TELEWYZ
We are a recently licensed Mobile Virtual Network (MVNO) by the Nigerian Communication Commission (NCC) providing a digital first, innovation driven mobile service with the intent of offering improved quality and network availability nationwide while providing world class experiences that will empower our customers in achieving abundant living.
We have a strong ambition to becoming the market leader in our segment hence we are seekinga self- driven, highly motivated and experienced individual to join our team as the “Learning & Development Officer” who will play a pivotal role in ensuring exceptional customer service to our customers while leveraging data analytics to drive operational excellence.
Job Description
The Learning and Development Officer will be responsible for the training and development of our Experience center staff. This role is vital in ensuring that our employees have the knowledge and skills required to deliver exceptional customer service and support. The ideal candidate should have a strong background in learning and development, be an effective communicator, and be able to design and deliver training programs that align with Telewyz’ values and goals.
Duties & Responsibilities
- Develop, implement, and facilitate training programs for experience center employees.
- Assess the training needs of the experience center staff and create appropriate learning solutions.
- Collaborate with the experience center manager to identify skill gaps and implement training plans.
- Monitor the performance of experience center employees and provide coaching and feedback.
- Design and update product and services knowledge bank, materials, manuals, and resources.
- Conduct onboarding training for new experience center agents and organize and lead regular training sessions and workshops.
- Evaluate the effectiveness of training programs and make necessary improvements.
- Stay up-to-date with industry trends and best practices in telecommunications and call center operations.
- Assist in the creation of performance metrics and KPIs for experience center employees.
- Participate in the development and implementation of experience center policies and procedures.
Educational/ Professional Qualifications and Experience
- Bachelor’s degree in social sciences or a related field
- Minimum of 5 years’ proven experience in research, learning and development, specifically in a customer service environment.
- Strong understanding of telecommunications and call center operations.
- Excellent interpersonal and communication skills.
- Proficiency in designing and delivering training programs.
- Knowledge of learning management systems (LMS) and e-learning platforms.
- Ability to assess training needs and develop effective learning solutions.
- Strong organizational and project management skills.
- Ability to work collaboratively with various teams and stakeholders.
- Up-to-date knowledge of industry trends and best practices
How to Apply:
If you are a dynamic, forward-thinking Learning and Development Officer with experience in the
call center environment, we encourage you to apply by hitting the link below
