Supervisor - Training, Customer Operations

About the role

MTN Uganda Limited is recruiting one Training Supervisor who reports to the Manager - CLF & Training. The role drives employee capability, knowledge excellence and performance through training and development programmes that support superior customer experiences, operational efficiency and sustainable business growth. The post is based in an office and may require travel between company sites or offsite venues.

Key responsibilities

• Design, deliver and evaluate training programmes that build employee skills, knowledge and performance, and develop criteria and tools to measure training effectiveness and return on investment
• Develop and implement training strategies and plans that support business objectives
• Drive knowledge capture, retention, sharing and regular validation to improve employee competence and customer experience
• Lead, coach, mentor and develop the training team, and liaise with other functional managers on staff training needs and achievements
• Maintain training records, track learning outcomes and provide management reports and insights
• Prepare, manage and monitor the departmental training budget and ensure cost-effective delivery of learning and development
• Coach and counsel training staff, and help keep staff up to date on MTN's products and services
• Support customer management activities such as regional customer forums and customer service week

Required profile

• Minimum bachelor's degree in Human Resources, Social Sciences or a related course
• 3 years' experience in a relevant field
• Valid driver's licence and ability to drive a manual transmission vehicle
• Experience in knowledge management concepts, principles and practices

Required skills

• Use of computers and software that support knowledge management and sharing
• Familiarity with web technology as a communication and business tool
• Results orientation, strategic planning, leadership and influencing