Expert Training Facilitation

Grade: L2
Application Deadline: 27th October 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.
 
Within 60 days, you will:
Run Sessions for assigned queues at outsourced, backend and digital support channels
Identify training need based on evaluations shared by QA Team
Performing Spot checks by visiting Call centers for System usage, product knowledge and system knowledge for new products, offers and processes
 
Within 90 days to onwards you will:
Agents/Teams coaching sessions on areas of improvement identified through evaluation, new products, system and process changes   
Low performer sessions with agents having low quality scores
NPS improvement Sessions
  
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
You are resilient. Mehreen, your future colleague, has a great way to describe the excitement of creating from scratch at Jazz. She says we’re punching down walls and disrupting the traditional way of doing things. We are developing new effective ways to train. Every day we learn, un learn and re learn skills to keep us updated and at the top. We know you’re not one to let walls stop you—you’re free to tear them down here.
 
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
 
With which other stakeholders the successful candidate will work with functional/regional/ within the team.
You will work with internal and external stakeholders including divisional/departmental heads, internal customer care team members, and with outsourced call center vendor.
 
What would be the result of those interactions if we assume 100% collaboration?
It will help to train and equip front end forces to provide our customers with accurate information and first call resolution leading to an enhanced customer experience.
 
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 three (03) must have past experiences the best candidate should have.
Good Communication Skills
Ability to work Independently
People Management
 
The two (02) must have technologies the candidate should have.
Microsoft Office 
Video Developments for E-Learning Courses
 
Essential skills must have: 
Data Analysis in order to review and analyze data and be able to extract meaningful insights
Data Presentation skills for being able to present data in order to make quick decisions  
Advance communication skills for managing cross functional projects.
Hands-on Experience on: Adobe Premiere, Premiere Rush, Camtasia, Adobe Photoshop


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