Know-How Exchange : Strategy

Hi Sean,



Thanks a lot for this information. I am going to share it with the rest of the team.



Last week (sent your team an e-mail) I needed some help with info on what an ideal Customer Management Trainer's job description would look like. Where I work, we are in the process of setting up a Customer Management and Training Department in a Telecommunications Business Organization of 500 employees, 2 million customers/clients and growing, 27 franchisees who in turn have 500 staff, and service 6000 sub distributors.

Please kindly help with any ideas you might have.



Thanks a lot,



Julie



PS Below is a copy of what the Customer Management and Training Manager’s function looks like. This is the one to whom the Customer Management Training Officer or Trainer will be reporting.



JOB DESCRIPTION AND JOB ANALYSIS INSTRUMENT


POSITION Customer Management and Training
(Manager)
DIVISION Operations

DEPARTMENT Subscriber Operations

NAME OF INCUMBENT

REPORTS TO GM Subscriber Operations

DATE PREPARED October 2005



A. PURPOSE OF POSITION

To set up, manage and develop the Customer services business optimization department comprising of Training and Quality Assurance. To ensure that staff knowledge and skills are developed through identified training needs analysis and facilitation of relevant development interventions. To coordinate all training activities within the Operations Division, ensure that departmental integration processes and SLAs are developed and ensure compliance with Quality Standards.


B. MAJOR RESPONSIBILITIES

1. To establish a Business Optimization unit within the Subscriber Operations and that unit will comprise of Customer Management analytics ,Training and Quality Assurance
2. To develop and manage a Customer Services Training, Quality Assurance and Customer Management framework for the entire organization including Dealerships.
3. To implement benchmarked MTN Group and international Quality assurance standards and processes.
4. To develop training needs assessment tools to identify critical training required to deliver Service Excellence across the organization including Dealerships
5. To liaise with HR to ensure that training required and delivered is relevant to staff development, career growth and it’s in line with their KPIs.
6. To coordinate and facilitate the process of developing business optimization and integration processes with Service Level Agreements.
7. To produce management reports highlighting performance and adherence to KPI’s
8. To recommend procedural changes, system modifications and training as the need arises
9. To undertake remote quality checks and give feedback
10. To analyze and validate independent research data, identify critical success factors and make corrective recommendations to management
11. To grow and develop the unit’s staff members



C. MEASUREMENT STANDARDS FOR (B)

1. To ensure that at least 100% of training needs identified are fulfilled.
2. To define a quota of training hours per employee per year and 100% compliance with.
3. To ensure that business processes are implemented, reviewed and enhanced at least every quarter
4. Quarterly benchmarking exercise
5. To contribute to maintaining a CSI score averaging not less than 75% across all criteria and to achieve a 10% improvement over the previous survey

D. MINIMUM BASIC EDUCATION

1. High School – A Levels
2. Bachelor’s Degree in Commerce, Administration or Social Sciences

E. MINIMUM PROFESSIONAL QUALIFICATION
Customer Care Training methodologies
Research methodologies
Leadership Skills Development
Computer competency
Communication Skills

F. MINIMUM PRIOR EXPERIENCE

Three years experience in a Customer service training or Business optimization environment set up.



Signed

Job Holder ……………………………… Supervisor ………………………

Date ……………………………… Date ………………………