Head of Learning and Development at Jiji Online Marketplace Limited

Job Summary

• The Learning and Development Specialist is responsible for identifying training needs through listening to call centre interactions, developing and implementing effective training programs, and ensuring continuous improvement of call center performance.
• This role involves creating training materials, conducting one-on-one training sessions, and collaborating with call center leads to enhance the skills and efficiency of call center agents.
• The specialist will also oversee the onboarding process for new hires and manage the development and implementation of online sales scripts.

Key Responsibilities

• Listen to call center interactions to identify gaps and training needs based on different events.
• Analyze call performance and generate reports to highlight areas for improvement.
• Develop and update training materials in collaboration with call center leads.
• Conduct training sessions for call center agents based on identified gaps or as needed.
• Review and finalize training materials to ensure they are accurate and effective.
• Regularly review call performance and send detailed reports to relevant stakeholders.
• Conduct one-on-one training sessions if performance gaps persist.
• Develop content for continuous training to ensure agents remain knowledgeable and effective.
• Recreate and update online sales scripts, ensuring they are implemented correctly.
• Manage the onboarding process for new hires, providing a comprehensive one-week training program.
• Collaborate with the online team to ensure smooth implementation of sales scripts and other training materials.

Who we are looking for
Someone with:

• Bachelor's degree in relevant field
• At least 6 years of relevant experience
• A Prior experience in L&D
• Good Sales background
• Good coaching skill
• Strong analytical skills