Description
Locations
: Kenya, Nigeria, Uganda, Tanzania
Reporting Manager: Training Leader, Africa
Details
We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia. If this sounds like you, we would love to hear from you.
The Role
The Training Development Manager will work closely with the Training Team, HR team and Partnership teams with the guidance of the Training leader to ensure the continued & streamlined training across office based staff and partners on Greenlight Academy in Litmos.
Essential Responsibilities
Develop High Quality Content (for Partners & Staff):
Responsible for creating new content with the help of the KAM team
Through guidance of the content developer assist in repackaging skills share content into training modules for Litmos
Assist in developing draft content for skills gap areas identified from Litmos as advised by Training leader & Knowledge Champions
Review the impact of content and advise the development of content that will deliver impact across all countries
Assist in the organizing and naming of the content on Litmos for easy access.
Maintain an updated offline record/library of all the content deployed on Litmos
Prepare monthly reports on partner content development as advised by the Training Leader & KAM team
Work closely with the Training Leader & Content development team to review and approve learner content uploads.
Assist with the administration of the Litmos Platform:
Share feedback on the new partner user creation with the Training Leader
Act as Single Point of Contact (SPOC) for KAMs on Litmos related administrative requests & issue escalation
Addressing any challenge raised by partners & HR team and escalating issues
Assist in ensuring the new employees profiles are created and on-boarded to Litmos
Measure effectiveness of trainings:
Proactively share feedback with partnership team and the on development and growth areas they can focus on inorder to drive effective litmos partner training.
Conduct analysis on the content and platform effectiveness by deploying regular surveys
Qualifications / Requirements
Degree in Education - (Training, Knowledge Management)
5-year relevant work experience in a similar role is a requirement
Previous experience with an LMS tool will be an added advantage.
Desired Characteristics:
Excellent interpersonal skills.
Clear and straight to the point communication skills with fluency in both written and spoken English
Clear thinking/problem solving ability
Excellent attention to details
Excellent issue-tracking and resolution skills
Ability to handle multiple tasks at the same time without errors and mistakes.
Remuneration
Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise
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Locations:
Kenya, Nigeria, Uganda, Tanzania
Reporting to: Customer Service Leader, Africa
Details
As the Customer Experience Training and Quality Manager, you will work with the Africa Customer Experience team, located in each of the Greenlight markets. The role focus is to develop, implement and improve training programs to help local teams enhance our customer engagement behavior, and ensure that the call centre team is engaged in best in class customer support.
A candidate successful in this role would be someone who understands adult learning, is cognizant of cultural diversity in learning styles and can analyze training effectiveness through quantitative and qualitative analysis. This candidate would also have experience in managing and developing team members to support training and quality analysis.
Key Responsibilities
Responsible for monitoring of calls for quality assurance purposes.
Established and communicated training materials that results to excellent customer service and company growth.
Work with customer experience leads in regions to maximize productivity and quality while working towards reducing costs.
Implementing directed corrective measures required to meet standards.
Developing digital and print educational material (e.g. videos and manuals).
Conducting role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
Engage QA team /Schedule regular training sessions for the quality assessors by ensuring they are equipped with the right tools of trade and content to deliver proper quality checks (e.g. monthly or quarterly)
Ensure new hires take on basic Call Centre /customer service training courses, including communication and troubleshooting skills.
Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases).
Coordinate mentorship programs for new customer service representatives.
Assess the impact of each educational course on staff performance and client satisfaction.
Maintain updated records of training curricula and material.
Incharge of Quality assessors and works directly with them by ensuring that call quality guidelines and standard operations are executed as required by mentoring and developing improvement plans and call insights objectives.
Development of tiered training program and modules for new hire onboarding for Customer Experience team members.
Management of regional training programs and team members responsible for implementation in each market.
Management and enhancement of quality assessment tools and evaluations regionally.
Source, chart and analyze data to support company goals .
Research and define the root cause of issues, and communicate clearly and in a friendly manner to solve the issues while building loyalty with the customers.
Analyze effectiveness of current strategies; identify opportunities for improvement.
Report regularly on KPIs at all levels within the organization for transparency and data informed decision making.
Work with CX leadership on optimizing utilization of CRM tools and determine best practices or opportunities for improvement.
Maintain accurate documentation for all tools and training updates.
Basic Qualifications
Education:
Bachelor's degree in Business Administration, Training and Development, Organizational Development, Computer Science.
Experience:
Minimum 3 -5years experience in training and customer service skills.
3 years experience in leadership .
Additional Requirements:
Demonstrated working knowledge of instructional design/technology and organizational development principles.
Specific computer applications include: Excel, Access, and PowerPoint.
Demonstrated proficiency in developing and administering training needs assessments, analyzing organizational challenges, and developing organization solutions that have a measurable impact on addressing performance gaps/problems.
Strong statistical and data management skills.
Ability to analyze and summarize complex situations.
Excellent oral and written communication
Previous experience in managing Quality and assurance in a call centre set up.
We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia. If this sounds like you, we would love to hear from you.
Remuneration
Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.
go to method of application »
Locations:
Nigeria, Kenya, Uganda, Tanzania
Reporting Manager: Business Systems Administrator
The Role
The Business Systems Associate will aid in developing, testing, documenting and troubleshooting of various business systems and tools under Greenlight Planet's Easy Buy Program.
Other duties may include interacting with vendors, preparation of technical end-user documents and facilitating basic user training on various tools and automations.
Essential Responsibilities
Provide timely technical support for users and work with them to solve existing problems.
Work with end-users to look for solutions to issues that may arise using the various tools available.
Day to day monitoring and maintenance of current systems and solutions.
Develop and provide training and technical documentation for users from various departments.
Work with vendors in the process of troubleshooting escalated incidents
Qualifications / Requirements
Bachelor's Degree is required
Basic experience in managing various business system and tools.
Ideal candidates will demonstrate accomplishment through some of the following experiences:
At least 1 year of ICT experience with a proven track record of maintaining and troubleshooting different systems and tools.
Strong communication skills and ability to explain complex data flows in a simple manner.
Proven experience administering the following types of systems: a CRM, ERP, Call Center software, Ticketing and Automation software.
Knowledge or experience with SMS gateways and other operational tools including Google Sheets and Google Apps Script would be an added advantage.
A good understanding of our key sectors of focus
Desired Characteristics:
Clear and straight to the point communication skills with fluency in both written and spoken English
Clear thinking/problem-solving ability
Ability to establish and maintain effective relationships with people from different departments.
Passion for learning.
We are looking for someone who is driven, passionate and excited about the opportunity to bring honest, affordable, energy to homes in Africa and Asia. If this sounds like you, we would love to hear from you.
Remuneration
Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.
go to method of application »
Locations:
Kebbi, Sango/Abeokuta & Ijebu-Ode/Sagamu-Ogun (with 70-80% of time spent in field)
Reporting to: Regional Business Manager
Role
We are looking for an eager, hard-working, well organized, highly analytical individual to join our Risk department as an Area Customer Loyalty Executive.
The Employee will be responsible for leading the efforts and processes related to collections of our PAYG (Pay as You Go) products in the field.
She/He will also be responsible for giving advice and suggestions on how to improve customer payments and satisfaction while ensuring that the company offer matches end-users expectations.
Key Responsibilities
Intervene on the field when the collection score is:
Visit 5 concerned EOs (Energy Officers) with collection score:
Agree upon a plan with Head of Sales every Friday evening (for the next week Monday to Friday), as well as provide the detailed update on observations found.
Intervene through field staff on EOs whose Collection Scores are greater than 50:
Once a week call all the ASMs affected and record feedback on a Google sheet with related details about the situation and the ASM’s plan to get it sorted. Following each call expect to see login or Kazi calls being made by the ASM. 80% of calls should result into at least 5 successful Kazi calls made by the ASM.
Driving Kazi app awareness, effectiveness and understanding in the field:
Become the main point of contact for Kazi related requests and issues among the field staff. 90% of issues related to Kazi should be managed and followed up directly by the role. Keep track on a Google sheet of all the issues raised by the field staff and EOs as well as post requests for new improvements to be made on the pipeline kept by the developer.
Ensure repossessions become standard practice in the field with all repossession activity driven by Kazi app:
Gradually increase the ratio of spontaneous / assisted repossessions to 90% and maintain the ratio above 90%
80% of due repossessions to be made or attempted within 2 weeks from the due date (60) days
Hiring and Manage the team of Collection Associate (Typically 1 per region) who would perform or help in the above-mentioned tasks in your area.
Requirements
The ideal candidate has:
Degree / Diploma in Social Sciences or related subjects
At least 3 years of work experience especially in the field. Preferably having worked in Solar energy Industry, Microfinance or Telecom
Strong customer service skills, know how to talk and negotiate with customers, experience in loan collection and customer database maintenance is an added advantage
Strong communication skills both in English and local dialect of the area
He/ she is self-motivated, process and result oriented, able to work Independently in challenging environments
Passionate about working with rural consumers and resolving their issues
Remuneration
Greenlight Planet offers a competitive salary, a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise.
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