Job Description

Primary Objective:

The objective of the role is to address training needs, deliver training programs to new and existing employees and evaluate its effectiveness in line with the business goals outlined by Digicel.

Main Duties and Responsibilities:

Knowledge and Data keeping:

• Training Delivery: Co-ordinate and execute training programs to ensure teams are equipped with the knowledge and skills to fulfil key deliverables.
• Learning trends: Keep ahead of learning and delivery trends and remain knowledgeable about all subject areas related to business products not limited to GSM, Digicel+ etc.

Training and Execution:

• Training Management Keep accurate and timely updates in training calendars and schedule agents accordingly. Ensure learning environments are conducive to for learning during face-face or virtual sessions.
• Compliance Management: Assist in the process of market adherence to established operational guidelines and best practices within the market, fostering consistency and effectiveness with keen focus on the training model.
• Execution Assurance: Under the guidance of the Group Training, enforce the Training Model within market to ensure consistency in the quality of training administered.
• In-Field Assessments: Conduct random and scheduled in-field assessments with the FOTS/D2D team and conduct in field assessments as per group guidelines.
• Confidence in Execution: Ability to train persons at different levels within the organization as needed.

Reporting and Analysis:

• Regular Reporting: Prepare and present regular updates on training or any other assigned area, performance and productivity metrics post training.

• Market Insights: Prepare training reports to identify operational challenges and commercial opportunities for improvement after all training sessions (face-to-face, virtually, or in-field) and otherwise as needed.

Any other related duty as assigned by the line manager from time to time.

Academic qualifications and experience required:

• Bachelor’s degree or College Diploma in Training/Education from an accredited institution or any equivalent qualification.
• Over 2 years proven work experience in a similar role in BPO, sales or Telecommunications industry with demonstrated success.
• Over 2 years prior training experience
• Excellent presentation skills and delivery
• Sound knowledge of tools and technology used to enhance training.

Functional Skills required:

• Excellent interpersonal skills
• Canva/Material designing skills
• Excellent communication skills
• Excellent time management and presentation skills
• Quick-thinking skills
• Must be customer oriented
• Ability to adjust to new environments and spaces