Expert Training Facilitation

Islamabad, Pakistan
JAZZ – Commercial
Full-time
Grade: L2
Application Deadline: 8th December 2019
 
As one of the top employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle and continuous learning and development.
 
Our team & you
To continue and change the lives of our 57 million + customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
 
What the first 30-60-90 days in the job will look like?
 
Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
Meet with the Customer Experience team to understand the strategy of the function in line with CEO strategy and company road map.
Understand the function of Training & Development in the Customer Experience division and how your role fits into the overall function
Develop an understanding of product & services, processes & SOPs in the organization.
 
From 60 days onwards you will:
Develop training content to enhance e-learning
Be engaged in videos tutorials, PPTs and other e-learning related content development
Design and conduct technical & soft skill presentations/trainings for the CC Touch Points & others
Manage training functions to ensure that it meets its objectives and delivers a return on investment
Identify training need analysis across level by mapping the skills required for different roles and analyzing the existing levels of competencies
Explore knowledge of Different training techniques for audience management
Assist/Suggest new SOPs, scrutinize old one for improvement
Be involved in New hire training, Coaching & mentoring CCRs and help them perform better customer experience
Take Initiative & introduce new projects which should add value to Training Operations
Enhance Customer Excellence and Bottom up NPS by ensuring timely loop closure
  
A bit about you:
We are looking for someone who is energetic and has a positive attitude to be able to advocate/defend views of what is right with professionalism, maturity, and a balanced, holistic view of any competing viewpoints. Someone who can think out of the box and continuously innovate.

A bit about us
Focus of Customer Experience is to reduce customer calls on helpline & improve customer experience through self-service and automation and to increase NPS (Net Promoter Score). Training and Department supports the department objectives through Training and development of the front end forces, identifying training need analysis across level by mapping the skills required for different roles and analyzing the existing levels of competencies
 
The structure of the team you will join is:
A nine (09) member’s team with no sub teams.
 
The two (02) main priorities of the team as a whole are:
Design and conduct Train the Trainer & End User technical & Product based /trainings for the CC Touch Points & others
Management of training functions to ensure that it meets its objectives and delivers a return on investment
 
The two (02) specific tasks that team was working on in the last 6 months with results.
Training Programs for High Value agents to improve customer experience and to help them perform well for CUSTOMER CHAMPION CAMPAIGN run by QA team which also had a separate incentive program
Soft Skills and Call structuring and Composition Projects to ensure courtesy and empathy over the helplines along with the accurate information deliverance.
 
The two (02) must have technologies the candidate should have.
Video Development for E-Learning Courses
Hands-on Experience on: Adobe Premiere, Premiere Rush, Camtasia, Adobe Photoshop

Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity. 
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