Specialist / Frontline Functional Training

Job description / Role

The candidate will be working with Customer Experience Team and will be a professional with strong experience; primarily Identifies specific training needs/ requirements for frontline, outsourced staff, Key retailers and Franchise in close cooperation with respective product managers.

Assess staff knowledge and performance through Standardized assessments and collecting results from Mystery shopper reports, Q SERVE and TRI*M. Bears responsibility for the planning, scheduling and organizing of training programs/ courses to meet field requirements. Conducts training courses in compliance to the training & development policies, procedures and work practices. Develop a training strategy for products and services training and coordinate with the Academy for the development of an on-line platform. Oversee / coordinate and conduct SERVE training for new comers to the company.

Implementation and coordination of the Spot rewards program for CCC a Rewards and Recognition program for the Business center and Outlets in line with the scale up of the Lean Management. Liaise with the E2.0 Transformation team. Coordinate and conduct the observations, coordinate the development of a database to upload information and generate reports.

Duties will also entail, but not be limited to :
1. Coordinate with Product managers and CEM team members to prepare training material for new products and promotions
2. Bears responsibility for the planning, scheduling and organizing of training programs/ courses to meet field requirements Liaises with the Training managers and coordinators in the regions and CCC, Key retail and Franchise in order to schedule and organize training sessions
3. Conduct product training for frontline staff from all customer touch points Keep records of all sessions conducted and update the data base
4. Conduct assessments for all frontline staff to determine effectiveness of training programs and determine training needs
5. According to the training needs of staff, liaise with external training companies to propose training programs
6. Develop a training standard for best practice products and services training and development of an online-learning platform in coordination with the Etisalat Academy.
7. Oversee the progress of the S.E.R.V.E program and provide reports for CEM team and HR training and planning. Coordinate and conduct SERVE training for new comers
8. Implement and coordinate the Spot rewards for CCC as part of the Lean management scale up. Order and provide the gift items for the rewards. Ensure the proper use of approved criteria for selection of winners
9. Implement a rewards and recognition program for Sales staff from Business center, Outlets. Develop and maintain the observation checklist. Conduct observations, manage and update the database, generate reports and manage the reward items. Coordinate with the regions for the rewards ceremonies
10. Performs any other related duties, as required.

Requirements

Education & Experience:
* Bachelors Degree and training Certification.
* 4-5 years experience in customer service training.
* Applicants with experience in training fields will be given an added advantage,

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.