New Incentives, a non-profit organization headquartered in the United States, is dedicated to the implementation of life-saving health-oriented cash transfer initiatives within developing nations. With a primary focus on Nigeria, New Incentives extends conditional cash transfers to pregnant women facing high-risk pregnancies. These transfers serve as incentives, motivating these expectant mothers to diligently adhere to medical guidance and treatment, ultimately ensuring the well-being of both mother and child, with the goal of fostering the birth of healthy infants.
- Job Title: Customer Service Training Manager
- Job
Type: Full
Time
- Qualification: BSc/HND/BA
- Experience: 4 – 6 years
- Location: Abuja
Job Summary
New Incentives is currently in search of a Customer Service Training Manager, dedicated to enhancing the proficiency of our Field Officers (FOs) through comprehensive training, coaching, and development initiatives. This pivotal role entails evaluating customer service shortcomings, formulating and executing targeted training programs, delivering hands-on guidance to our field officers, and empowering managers to effectively support their team members.
Our ideal candidate embodies self-motivation, possesses exceptional communication skills, and excels in imparting knowledge to employees of varying skill levels. Thriving in this position hinges on your adeptness in planning, organizing, and executing training modules. Identifying service delivery gaps and proactively proposing solutions is paramount. Proficiency in Google Workspace (formerly G Suite) is a plus. Join us in our mission to elevate our customer service standards.
CSTM Key Roles and Responsibilities
1. Ensuring Adequate Training for Field
Officers
- Organizing Regular Training Sessions: We conduct frequent training sessions for our field officers to equip them with the skills and knowledge needed to effectively address questions and challenges posed by beneficiaries.
- Enhancing Immunization Strategies: Our commitment extends to training field officers in various strategies aimed at improving immunization coverage rates and enhancing retention among beneficiaries.
- Time Management and Task Prioritization: We ensure our field officers are well-versed in the art of prioritizing daily tasks, managing their time efficiently, and fulfilling their job responsibilities effectively.
- Coaching for Improvement: In cases where field officers face performance challenges, we provide coaching sessions to support their growth and development.
- Promoting Dignity and Respect: We prioritize training our field officers to treat beneficiaries with the utmost dignity and respect. Our training includes actionable tips and real-life scenarios to ensure they provide the highest level of care and service.
Education and Work Experience
- Bachelor of Science (B.Sc) or equivalent degree. A master's degree is considered a valuable asset.
- Possesses a minimum of 4 to 6 years of relevant experience in customer service roles at the field level.
- Demonstrates at least 3 years of prior experience working with non-profit, charitable organizations, or international non-governmental organizations (INGOs).
- Proven track record of successfully leading expansion activities in previous roles.
- Preferred background in customer service engagement.
- Ideally, the candidate is already based in Kano.
Administrative and Field-Related Responsibilities
Our team is dedicated to ensuring the highest standards of customer service and professionalism in our clinics and field operations. Below are the key responsibilities undertaken by our personnel:
Clinic Assessment and Reporting:
Conducts assessments of two clinics daily.
Reports assessment findings promptly to the Expansion Coordinator via the MyDay platform, addressing their proficiency in delivering exceptional customer service.
Customer Service Excellence:
Performs detailed evaluations of field officers'
customer service interactions.
Integrates these assessments into our training
programs.
Offers protocol recommendations as necessary to enhance customer service quality.
Training and Development:
Develop and implement training modules emphasizing
the importance of exemplary caregiver treatment and customer service.
Conducts training sessions for managers and field
auditors, equipping them with the skills needed to identify and address customer
service gaps effectively.
Provides training to our staff on delivering
behavioral counseling interventions to our beneficiaries.
Promotes and reinforces interpersonal communication skills among our health workers and ABAE field officers.
Performance Monitoring:
Regularly review field officers' performance
dashboards to ensure a comprehensive understanding of their performance.
Assesses clinic performance dashboards to gain insights into key performance indicators (KPIs) across all clinics.
Training Needs Assessment:
Reports findings on areas requiring refresher
training for field officers to the Expansion Coordinator.
Actively participates in and leads training sessions during field officer training programs.
Ad Hoc Tasks:
Executes any additional tasks assigned by the Expansion Coordinator to support the overall operational efficiency.
Feedback Management:
Manages a feedback system to track both beneficiary and non-beneficiary feedback and complaints, ensuring prompt resolution and continuous improvement in our services.
Skills and Competencies
- Effective Communication and Interpersonal Abilities (Hausa Proficiency): Demonstrates exceptional communication skills, with a particular focus on fluency in Hausa. Capable of conveying ideas clearly and building strong relationships.
- Strategic Budget Management: Exhibits excellent financial acumen, adept at managing budgets efficiently, ensuring optimal resource allocation.
- Customer-Centric Approach and People Management: Possesses a customer service-oriented mindset and excels in managing people effectively, fostering positive relationships within teams and with clients.
- Analytical Problem-Solving: Proficient in solving complex problems through analytical thinking, enabling data-driven decision-making and innovative solutions.
- Facilitation and Training: Proficient at leading engaging and informative group training sessions, promoting knowledge sharing and skill development among teams.
- High Ethical Standards and Integrity: Upholds strong moral values and integrity in all professional interactions, setting a positive example for others.
- Gap Identification and Solution Recommendations: Skillful in identifying gaps within processes or systems and providing practical solutions for improvement.
- Effective Task Management: Demonstrates the ability to manage multiple priorities efficiently, ensuring deadlines are met and objectives achieved.
- Proactive with Accountability: Highly proactive in taking initiative and assuming responsibility for tasks, projects, and outcomes, consistently delivering results.
- Exceptional Leadership: Exhibits outstanding leadership skills, inspiring and motivating teams to reach their full potential.
- Proficiency in Technology: Adept at using a variety of digital tools, including MS Word, MS Excel, MS PowerPoint, and Internet browsers. Proficiency in smartphones and ICT in general. Familiarity with Google Docs, Google Sheets, and App Sheets is a valuable bonus.
Method of Application
Interested and qualified candidates should: