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Key Responsibilities:
Identify and assess current and future training needs through customer feedbacks, ticketing tools, performance audits results, consultation with line managers
Draw an overall and / or individualized training and development plan that addresses needs and expectations
Deploy a variety of training methods that will enrich customer interactions of teams by phone / mails / video conferences
Participate and contribute to effective induction and orientation sessions
Monitor and evaluate training program’s effectiveness, success periodically and report on them to line and departmental managers
Provide opportunities for ongoing development
Resolve any specific problems and tailor programs as necessary
Maintain a keen understanding of training trends, developments and best practices
Devising individual learning plans
Producing training materials for in-house courses
Monitoring and reviewing progress of employees through questionnaires and discussions with managers
Ensuring that statutory training requirements are met;
Amending and revising programs as necessary, in order to adapt to changes occurring in the work environment
Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups;
Keeping up to date with soft skills developments in training by attending relevant courses, following and participate in appropriate groups on internal social networks, and going to meetings
Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages
Researching new technologies and methodologies in workplace learning and presenting this research.
Requirements;
Degree in one of the following fields;
Psychology
Information technology
Human Resources
Any other related
ITIL V3 Foundation (optional)
Certified from any other professional body (optional
Excellent communication
Excellent spoke and written french
Previous experience in Call center
Previous expereince as Language Coach (Formateur)
Sound knowledge in Customer facing matters
Leadership and motivational abilities may boost application of candidates
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