Customer Service Training Manager Job at New Incentives

New Incentives is a pioneer in a growing movement of giving small incentives to caregivers whose infants get immunized, while increasing awareness of the health benefits of childhood vaccinations.

We are recruiting to fill the position below:

Job Position: Customer Service Training Manager

Job Location: North West or North East, Nigeria
Employment Type: Full-time

Job Summary

• We are seeking a Customer Service Training Manager to support the organization in providing training, coaching, and development for its Field Officers (FOs).
• This position will be responsible for assessing customer service gaps, developing and implementing customer service trainings, providing coaching for field officers, and equipping managers to support their direct reports.
• The ideal candidate is a self-starter with excellent communication skills and the ability to effectively educate employees at various skill levels.
• Success in this role will require a high proficiency in planning, organizing, and implementing trainings. The ability to identify gaps in service delivery and recommend solutions is of the utmost importance. Proficiency in Google Workspace (formerly G Suite) is preferred.

CSTM Key Duties and Responsibilities

• Ensures Field Officers are Receiving adequate Training
• Holds frequent training sessions with field officers on how best to approach questions/challenges from beneficiaries.
• Holds coaching sessions with poor performing field officers.
• Ensures field officers are trained on various strategies to improve immunization coverage rates and retention.
• Ensures field officers are well-trained on prioritizing day-to-day tasks, time-management, and fulfilling their job responsibilities.
• Trains field officers to treat beneficiaries with dignity and respect, providing actionable tips and real-life scenarios.

Administrative and Field Related Roles

• Assesses 2 clinics per day and reports back to the Expansion Coordinator via myday regarding their proficiency in customer service.
• Performs an in-depth review of field officers customer service, incorporated into training and where relevant protocol recommendations.
• Develops and implement trainings on customer service and importance of good treatment of caregivers
• Reviews field officers performance dashboards to ensure a comprehensive understanding of field officers performance.
• Reviews clinic performance dashboards to ensure a comprehensive understanding of KPIs across all clinics.
• Reports on areas where refresher trainings are needed for field officers to the Expansion Coordinator.
• Visits clinics at least once a week.
• Executes training for managers and field auditors on how to assess customer service gaps.
• Equips staff with the skills needed to provide behavioral counseling intervention with beneficiaries. Strengthen and encourage interpersonal communication skills between health workers and the ABAE field officers.
• Participates and conducts training sessions during field officers trainings.
• Carries out any other tasks issued by the Expansion Coordinator.
• Manages a system to track beneficiary and non-beneficiary feedback and complaints.

Key Requirements
Education and Work Experience:

• B.Sc or equivalent. A Master's Degree is a plus.
• 4 - 6 years of relevant experience working in customer services at the field level.
• At least 3 years of prior experience working for a non-profit, charitable organization, or INGO.
• Has led an expansion activity in the past.
• Preferred experience in customer service engagement.
• Preferably, a candidate already based in Kano.

Skills and Competencies:

• Strong communication and interpersonal skills (especially in Hausa)
• Excellent budget management skills.
• Strong customer service and people management skills
• Proficient problem-solving skills
• Ability to lead effective group training sessions
• High ethical standards and integrity
• Ability to identify gaps and recommend solutions
• Ability to manage multiple priority tasks
• Highly proactive with a very strong sense of accountability
• Excellent leadership skills.
• Proficiency in MS Word, MS Excel, MS Powerpoint, internet browsers, smartphones and ICT in general. Ability to use Google Doc, Google Sheet, and AppSheet would be a bonus.