About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

Reporting to Customer Experience Training Manager, the role holder will be responsible for:

CORE RESPONSIBILITIES:

•  Design and develop customer experience training materials, such as digital presentations, how-to manuals, and instructional videos.
• Coordinate and plan training sessions in collaboration with HR Talent and Capability and the Workforce planning teams.
• Facilitate in providing training sessions, develop appropriate objectives and ensure achievement for same.
• Provide technical support and onboarding services to all new recruits in conjunction with the HR Shared services team.
• Training experienced employees on new or updated call center procedures to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Conduct surveys and evaluations to ensure their training materials are effective
• Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents
• Coordinate and report all training that are being catered by third parties.
• Maintains and completes all documentations for all training programs (Class roster, training logs and other forms as determined on the program)
• Finds new ways to be more effective in the delivery of the training to the agents. Learn new techniques to improve classroom facilitation skills

Job Requirements

•  Degree in Human Resources, or a related field.
• Certification in business training/coaching and, education psychology/training skills is preferred.
• At least 2 years’ experience working as a contact center trainer or team leader.
• Familiarity with learning management systems, eLearning software and presentation software
• Combination of education and experience in applying adult education theories and the principles of systematic design of training and evaluation.
• Strong writing and record keeping ability for reports and training manuals
• Strong teaching abilities and mentoring skills.
• Excellent consulting skills, (critical thinking, problem solving, decision making, and influencing)
• Good communication (English and Fluency in 2 major Ethiopian Languages), interpersonal, and conflict resolution skills.
• Candidate should be willing to travel across the Regions on a regular basis.

BUSINESS COMPETENCIES

 Working With Others

• Consciously takes steps to make the most of every conversation/interaction
• Identifies people’s needs, interests and motives to be able to influence the decisions
• Builds and maintains strong relationships and networks

Operational Excellence

• Focuses on achieving maximum performance and driving continuous improvement
• Thinks about processes and problems cross-functionally and end-to-end
• Uses knowledge of products, technology, process, systems and policy to solve problems

Creativity and Innovation

• Finds creative ways to exploit opportunities and solve problems
• Takes risks and pushes what is possible
• Experiments with unorthodox approaches

Business Know-how

• Balances current and future needs
• Thinks and acts like an owner of the business 
• Acts in line with legal, regulatory, professional and ethical standards

Working With Change

• Responds flexibly to changing situations
• Manages the business and people aspects of change to drive performance

Project and Programme Management

• Defines scope and deliverables in terms of time, cost, quality and business benefit 
• Schedules activity and identifies resource needs, dependencies and synergies  
• Evaluates progress, mitigates risks and addresses issues

How to Apply

Interested applicants can apply using THIS LINK