Training & Executions Model Manager

Summary

Manage the training model and all related processes along with implementation across all markets while ensuring the highest quality of training. This role will oversee the sales playbook and all related training materials used to foster high performance throughout all sales channels and work closely with the Head of Group Commercial Operations, and Channel Heads for D2D, Telesales and Retail and open market.

Responsibilities

• Training and Execution:

  • • Training Management; Oversee training programs to ensure teams are equipped with the knowledge and skills to execute strategies effectively across all channels
  • • Playbook Management; Constantly review and update all training materials to ensure best practice adoption in training materials
  • • Compliance Management; Assist in the process of market adherence to established operational guidelines and best practices across all markets, fostering consistency and effectiveness with keen focus on the training model
  • • Execution Models; Develop channel specific execution models & playbooks in collaboration with the Trade and Execution Manager and Commercial Channel Managers/Heads in line with the business’ commercial framework
  • • Execution Assurance; Enforce the Training Model across all markets to ensure consistency in the quality of training administered in all markets by the trainers. Provide regular assistance in the successful execution of commercial initiatives in each market, driving alignment with business goals and performance metrics

• Collaboration and Support:

  • • Department Support; Provide support to the Head of Group Commercial Operations in the design and implementation of Training and operational strategies that align with Digicel’s overall revenue growth objectives and performance
  • • Cross-Functional Collaboration; Work closely with sales, training, and other departments to ensure a cohesive approach to training, ROI and agent productivity
  • • In-Market Support; Provide hands-on support to market teams as assigned by the department HoD

• Reporting and Analysis:

  • • Performance Monitoring; Create, monitor and analyze key performance indicators (KPIs) related to training, including return on investment (ROI), and sales growth
  • • Regular Reporting; Prepare and present regular updates on training or any other assigned area, performance and productivity metrics
  • • Market Insights; Prepare market analysis to identify operational challenges and opportunities for improvement in commercial processes

• Leadership and Development:

  • • Team Collaboration; Foster a culture of high performance and collaboration within the training teams (In-house and within the markets) to drive engagement and results
  • • Talent Development; Identify and develop top talent within the team to build capabilities for sustained operation
  • • Any/or other duty as assigned by the HoD

Required Skills

• • Excellent interpersonal skills
• • Excellent time management skills and ability to multi-task
• • Excellent communication skills (verbal/written)
• • Flexible and quick-thinking skills
• • Must be customer oriented
• • Ability to rapidly learn new tools and understand different environments

Qualifications

• • Bachelor’s Degree or College Diploma in Training/Education from an accredited institution or any equivalent qualification
• • Minimum requirement of advanced computer skills
• • Over 5 years proven work experience in a similar role in BPO or Telecommunications industry, with demonstrated success
• • Over 3 years previous experience in a BPO sales environment
• • Excellent oratorical delivery and presentation skills
• • Sound knowledge of technology associated with training e.g. Monitors, Tablets, and Conference Systems etc
• • Knowledge of instructional design principles and adult learning theories
• • Exceptional presentation and facilitation skills, with the ability to engage and motivate learners

Additional Information and Instructions

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

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