Customer Service Training Manager at New Incentives

Job Summary

• New Incentives is seeking a Customer Service Training Manager to support the organization in providing training, coaching, and development for its Field Officers (FOs). This position will be responsible for assessing customer service gaps, developing and implementing customer service trainings, providing coaching for field officers, and equipping managers to support their direct reports.
• The ideal candidate is a self-starter with excellent communication skills and the ability to effectively educate employees at various skill levels. Success in this role will require a high proficiency in planning, organizing, and implementing trainings.
• The ability to identify gaps in service delivery and recommend solutions is of the utmost importance. Proficiency in Google Workspace (formerly G Suite) is preferred.

CSTM Key Duties and Responsibilities

Ensures Field Officers are Receiving adequate Training

• Holds frequent training sessions with field officers on how best to approach questions/challenges from beneficiaries.
• Ensures field officers are trained on various strategies to improve immunization coverage rates and retention.
• Ensures field officers are well-trained on prioritizing day-to-day tasks, time-management, and fulfilling their job responsibilities.
• Holds coaching sessions with poor performing field officers.
• Trains field officers to treat beneficiaries with dignity and respect, providing actionable tips and real-life scenarios.

Administrative and Field Related Roles

• Assesses 2 clinics per day and reports back to the Expansion Coordinator via myday regarding their proficiency in customer service.
• Performs an in-depth review of field officers customer service, incorporated into training and where relevant protocol recommendations.
• Develops and implement trainings on customer service and importance of good treatment of caregivers
• Executes training for managers and field auditors on how to assess customer service gaps.
• Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries. Strengthen and encourage interpersonal communication skills between health workers and the ABAE field officers.
• Reviews field officers performance dashboards to ensure a comprehensive understanding of field officers performance.
• Reviews clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.
• Reports on areas where refresher trainings are needed for field officers to the Expansion Coordinator.
• Visits clinics at least once a week.
• Participates and conducts training sessions during field officers trainings.
• Carries out any other tasks issued by the Expansion Coordinator.
• Manages a system to track beneficiary and non-beneficiary feedback and complaints.

Key Requirements

Education and Work Experience

• B.Sc or equivalent. A master’s degree is a plus.
• A minimum of 4–6 years relevant experience working in customer services at the field level.
• At least 3 years prior experience working for a non-profit, charitable organization, or INGO.
• Has led an expansion activity in the past.
• Preferred experience in customer service engagement.
• Preferably, a candidate already based in Kano.

Skills and Competencies

• Strong communication and interpersonal skills (especially in Hausa)
• Excellent budget management skills.
• Strong customer service and people management skills
• Proficient problem-solving skills
• Ability to lead effective group training sessions
• High ethical standards and integrity
• Ability to identify gaps and recommend solutions
• Ability to manage multiple priority tasks
• Highly proactive with a very strong sense of accountability
• Excellent leadership skills.
• Proficiency in MS Word, MS Excel, MS Powerpoint, internet browsers, smartphones and ICT in general. Ability to use Google Doc, Google Sheet, and AppSheet would be a bonus.