JOB DETAILS:Purpose of the PositionTo build capability to deliver the customer experience journey across all touchpoints.Key Performance ObjectivesStrategy Execution• Ensure Staff members at all touch point have the required capabilities to Implement Customer Experience roadmap• Continuously deploy refresher/simulation programs for Agents to broaden their understanding of customer experience processes – across all MCZ touchpointsTraining Delivery/QA• Conduct training needs assessment and identify skills or knowledge gaps that need to be addressed• Monitor training programmes and manu…
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Training Manager
Multichoice Zambia Ltd DStv Zambia
Lusaka, Zambia
Posted 2 years ago
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