Customer Service Training Manager at New Incentives

Responsibilities

• Ensures Field Officers are Receiving adequate Training
• Holds frequent training sessions with field officers on how best to approach questions/challenges from beneficiaries.
• 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.
• Holds coaching sessions with poor performing field officers.
• 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
• 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.
• 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.
• 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.
• A minimum of 4–6 years relevant experience working in customer services at the field level.
• At least 3 years 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.