TRAINING MANAGER : CUSTOMER CARE

Industry Type Telecom
Functional Area Customer Service / Telecalling
Location of Job Doha - Qatar
Job Description
WeBecome is a Singapore headquartered consulting and professional services company. We are looking for a “TRAINING MANAGER: CUSTOMER CARE” for a fulltime opening with our client’s office in Middle East. Interested applicants please apply to: recruit@webecome.com highlighting current and expected salaries: TRAINING MANAGER : CUSTOMER CARE DEPARTMENT: Commercial Support REPORTS TO: Head of Commercial Support ROLE PURPOSE: The primary function of the Training Manager: Customer Care is to manage the deployment of training initiatives on behalf of the Consumer Business Unit of the company in Qatar, in line with the agreed operating plan and business requirements. The role will be functional leadership in that it will engage with senior managers and stakeholders across the organisation to ensure that all the relevant business skills and solutions are ultimately transferred to customer-facing staff in the Customer Care division. ROLE REQUIREMENTS Key Accountabilities Key Activities / Decision Areas Consulting • Consult with business and stakeholders to continually identify, scope and analyse all product, process and system training requirements; • Co-ordinate deployment of cost & time-effective, efficient training solutions that meet the required outcomes – on time & within any agreed budget; • Evaluate deployment outcomes and co-ordinate the delivery of any additional requirements; • Consult with subject matter experts in the business to understand the business and the training requirements • Input in the development process and content; and • Continually maintain and enhance all training materials. Project Management • Develop and implement deployment strategies for training initiatives; • Co-ordinate deployment of training activities in line with the agreed operating plan; • Identify, raise and seek solutions to any potential roadblocks to successful deployment of all training solutions and; • Attend project engagement and stakeholder meetings as required. Delivery/Facilitation • Development and delivery of business (soft) skills solutions in line with current initiatives, needs and business strategies; • Delivery of Operational Leadership training modules in line with business strategies; Relationship Management • Build and maintain effective, collaborative relationships with stakeholder and customer groups – both internal and external; • Represent Commercial Support team at any required Customer Care events/forums; • Demonstrate effective relationship management, influencing and negotiation skills, with an ability to work across boundaries. • Deal with conflict in a positive and timely fashion; • Demonstrate a willingness to listen to opinions and stakeholder needs whilst being confident to challenge other’s opinions when required; • Continually influence best in class training solutions in line with business and customer needs and; • Collaborate with reporting manager to ensure timely delivery of reporting to all stakeholders and customers as required. Teamwork • Work collaboratively and effectively across sites and locations to meet Commercial Support team training deliverables across customer groups; • Manage own workload and assist other team members with theirs when required; • Share knowledge and information; • Treat all team members with respect; • Contribute to the achievement of the team’s results; Leadership • Manage day to day activities of training function and ensure activity is in line with the agreed operating plan and directly contributes to the overall success of the care channels; • Provide effective leadership to the trainees – motivating and inspiring them to be the best they can be; • Provide constructive, open and honest feedback to team members to support continual development; • Represent Commercial Support team at any required Customer Care events/forums; • Keep Head of Commercial Support updated – highlighting any issues/risks and/or wins. ROLE DIMENSIONS Key Outputs / Metrics People Interfaces • Customer Care training strategy in line with business objectives • Training solutions in line with strategy • Customer Delight Index ad Customer Satisfaction • Care Channel Staff • Customers • Suppliers • Management team PERSON SPECIFICATION Essential role related knowledge, technical skills, qualifications and experience Min 5 years experience in training or people development Min 3 years experience in telecommunications Project management or training deployment experience Tertiary business or technical degree relevant for position Facilitation/training delivery experience specifically relating to business (soft) skills Key Performance Drivers (and behaviours) required to be effective in role - Putting Customer first o Excellent commercial skills o Makes a world of difference for the people in Qatar - Communication for Impact o Ability to build solid working relationships and communicate effectively with all levels of the organisation o Communicates clearly, concisely and effectively to all stakeholders and across cultures o Adapts style according to people, situations, and cultures - Performing through our people: o Demonstrate leadership skills o Promoting an environment of mutual respect o Develops a team environment where people collaborate and work together at all levels o Gives and receives feedback o Energetic and enthusiastic with a visible passion for people development; - Aligned with the company’s values: o diversity, positivity, listening, dynamism, vitality o Desire to embrace the brand and enjoy working in a values-based organisation - Demonstrated ability to effectively prioritise and manage time in a rapidly changing Training environment - Proactive, self motivated and able to manage own time and priorities JOB LOCATION: DOHA, QATAR START DATE: ASAP/IMMEDIATELY APPLY TO: recruit@webecome.com You are also requested to put in the following details in your cover note 1) Current Salary 2) Expected salaries 3) Available date of joining 4) Updated word format CV 5) Current location 6) Contact No 7) Nationality 8) work authorization 9) Total/ Relevant years of experience 10) Educational Qualification/ Certification

Desired Candidate's Profile
Experience 5 - 20 years
Education Basic - Bachelor of Business Administration ( Management )
Nationality Any Nationality
Gender Any

Contact Details
Name Sheila R. Lorenzo - Recruitment Consultant
Email recruit@webecome.com
Address
05-01, East Gate, 46 East Coast RoadSingaporeSingapore- 428766
Website http://www.webecome.com