Customer Service · Full-time
Direct employerSupervisor - Training.Customer Operations
Published by employer
About this role
Role overview
Main Purpose
To drive employee capability, knowledge excellence, and performance through effective training and development programs that enable the delivery of superior customer experiences, operational efficiency, and sustainable business growth
Main Purpose
To drive employee capability, knowledge excellence, and performance through effective training and development programs that enable the delivery of superior customer experiences, operational efficiency, and sustainable business growth
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Supervisor - Training
Reports to: Manager - CLF & Training
No. of Vacancies: 1
Main Job Functions
Learning & Capability Development
- Design, deliver and evaluate training programs that build employee skills, knowledge and performance.
- Develop evaluation criteria and measurement tools to assess training effectiveness and return on investment.
Training strategy and Planning.
- Develop and implement training strategies and plans that support business objectives.
- Knowledge management.
- Drive knowledge capture, retention, sharing, and regular knowledge validation to enhance employee competence, operational excellence, and customer experience
Training Operations and Service delivery.
- Drive knowledge capture, retention, sharing, and regular knowledge validation to enhance employee competence, operational excellence, and customer experience
Leadership & People Management
- Lead, coach, mentor, and develop the training team while driving performance and accountability.
Information Management & Reporting
- Maintain training records, track learning outcomes, measure performance against targets, and provide management reports and insights to support decision-making.
Budget & Resource management.
- Prepare, manage, and monitor the departmental training budget in line with organizational planning and budgeting processes.
- Ensure cost-effective delivery of learning and development programs Coach, counsel and mentor training staff
- Liaise with other functional/departmental managers so as to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development, objectives, purposes and achievements.
- Ensure that all staff maintain an up-to-date awareness of MTN's products and services by regularly assessing their knowledge devising strategies to plug the gaps
- Support customer management activities such as, regional customer forums and customer service week
Education
- Minimum of bachelor’s degree in human resources, Social Sciences or related course
- Relevant certification / accreditation / membership with professional body for Engineers will be added advantage
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Work Experience
- 3 years’ experience in a relevant field.
- Experience in the use of computers and available software programs that facilitate knowledge management and sharing
- Familiarity with web technology and how it can be leveraged as a communication /business tool
- Experience in knowledge management concepts, principles and practices
- The Training Supervisor is based in an office and may be required to travel between company sites, or to offsite venues and this requires ability to drive a manual transmission vehicle and valid driver’s license.
Skills / physical competencies:
- Results orientation
- Promotes learning and teamwork
- Committed to making a difference.
- Credibility
- Building collaborative relationships
- Engaged management.
- Developing & empowering
- Influencing, Leadership, Power
- Sound judgment
- Strategic planning
- Risk-taking, Innovation
ABOUT US
We at MTN Uganda are a purpose and value-led organization!
At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Female Applicants are strongly encouraged to Apply!
Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.