Coordinator: M-pesa training and testing - VODAFONE - Maputo - Wizbii

Coordinator: M-pesa training and testing

  • Maputo (Mozambique)
  • Business / Sales

Job description

We encourage female applicants

Role purpose : Provide total testing coverage and M-pesa training to Customer care, retail and Business customers (C2B, B2C and aggregator Head Office).

Key accountabilities and decision ownership :

· Ensure that all Customer Service, retail and Business (C2B, B2C and aggregators HO) staff are trained on M-Pesa products and service to an appropriate level;

· Daily execute and log the tests, evaluate the results and document problems found;

· Evaluate effectiveness of training and modify materials as appropriate;

· Explore efficiently the different training models (In-class; e-learning and on-job);

· Engage with Call Centre retail and business customers to identify training needs;

Key performance indicators:

· 100% delivery of training needs to Customer Care agents; Retail assistants and Business Customers

· 50% of the total training hours, to be filled by e-learning sessions

· 30% in class

· 20% On-Job

· 100% Daily tests of all M-Pesa products

Seeked profile

Qualifications :

Core competencies, knowledge and experience:

· Strong interpersonal skills

· Effective communication skills

· Planning and organization skill

· Conflict management skills

Must have technical / professional qualifications:

· A degree in Education, Business Management or relevant area

· Strong Customer Service background (at least 3 years)

· Bi-lingual communication, written and spoken (Portuguese and English)

· Knowledge of M-pesa products and services Scheduling and training design

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Vodafone sucht ab sofort einen Praktikanten (m/w) im Bereich Führungskräfteentwicklung & Talent Management in Düsseldorf (DE011575).

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