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Job Category: 
Customer Care
Division: 
Customer Experience & Operations
Location: 
Al- Khartoum
Job Summary: 
• Create and update the department training Material for CEX & Ops • Deliver In-House Training for current CEX & OPs employees, Coordinate with concerned divisions to guarantee seamless release of MTN products and services. • Train New front liners employees and ensure their successful integration into their departments
Description: 
  1. Organize , conduct and develop introduction training  for new CEX & Ops team ;provide agents with all needed trainings and materials to be able to start  their job and assist them to be familiar with all areas such as on-the-job training, use of computers software, interpersonal skills, quality & process and procedures and  product and services and prices knowledge and ensure their successful integration.
  2. Confer with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
  3. Train CEX & Ops agents on the art of communicating with the customers face to face , over the telephone and through other tools such as web \ social media
  4. Test new trainees to measure progress and to evaluate effectiveness of training as well as ensure knowledge of Existing CEX & OPS Staff through monthly tests and refreshment programs.
  5. Evaluate CEX & OPS weakness areas using Quality feedback, surveys and Management feedback and design and conduct coaching sessions which can includes individual trainings  , workshops, demonstrations, meetings and workshops for better approach
  6. Responsible to coordinate with internal and external parties to deliver accurate, on time Materials that enhance understanding of about services ,products and services and  system for CEX & OPS team
  7. Participate in tests and acceptance process with Marketing and IS and other entities for new  P&S
  8. Design and prepare needed tainting material in order to communicate new and Updated info about product and services
  9. Create or modify CEX & OPSs platforms users and follow up with concerning departments.
  10. Collect the requirements for new applications , be involved in systems testing and acceptance ;and design Suitable Training materials to demonstrate and ease use of new applications
  11. Maintaining (physical and logical) filing system for the training manuals and trainee’s records.
  12. Conduct trainings , provide manuals and guidance to third parties working with MTN Customers
  13. Report to the Planning & Development manager  any alarming indicators and valuable information.
  14. Responsible to Communicate to CEX & OPS Staff and commercial team on time any  bulk SMS notification for Customers
  15. Responsible to renew and update and review CEX & OPS handbook and WEB information
  16. Evaluate performance and  decide continuity of  New CEX & OPS Staff after completion of training period and before start-up on field Job (through the tests and the behavioural assessment )
  17. Determine and plan with CEX & OPS management and HR needed trainings programs that develop performance and Quality of service and follow up for implementation.
  18. Create and Update training procedures.
  19. Answer CEX & OPS team queries about any information related to the P&S, Offers and procedures
  20. Ensure  Confidentiality of information as requested by MK or Management and communicate them when approved
  21. Be responsible for maintaining the information security of  MTN physical or information assets that they access, use, or manage as per the company .
  22. Perform Ad-Hoc duties as assigned by management.

 

 Special Notice:

MTN Sudan provides equal opportunity, fair and equitable treatment in employment to all people without regard to, race, gender, social origin, color, age, disability, religion, conscience, belief, political opinion, culture, language, marital status, and family responsibility.

Job Requirements: 
University Degree in Business or any related field. 2-4 years relevant working experience.
Required Skills: 
• Good knowledge of internal systems & applications and procedures • Good presentation & communication skills. • Good work ethics.
Closing Date: 
Tuesday, November 29, 2022