Job Overview

Job Vacancies

Contact Centre Trainer

NMB Bank PLC

Dar es Salaam

NMB Bank Plc., is a commercial bank in Tanzania, the second-largest economy in the East African Community.

Job Location : Head Office, Hq

Job Vacancies

Job Purpose:

Design, implement, and deliver comprehensive training programs for Contact Center staff, ensuring they have the necessary skills, knowledge, and tools to provide exceptional customer service. The trainer will play a key role in enhancing employee performance, product knowledge, and adherence to regulatory and service standards within the banking industry.

Main Responsibilities:

Job Vacancies

• Design and deliver engaging onboarding training programs for new hires to facilitate a smooth and effective transition into the contact center team.
• Develop, maintain, and update training materials, including manuals, presentations, and online resources, to align with current banking products, services, and policies.
• Conduct ongoing coaching and refresher training sessions to address skill gaps, enhance product knowledge, and maintain service excellence across all contact center teams.
• Implement tailored training programs for specific teams (e.g., sales, complaints, or support teams) based on their unique needs and performance requirements.
• Assess the training needs of contact center staff through performance data analysis, feedback surveys, observation and quality audits.
• Collaborate with team leaders and managers to identify areas for improvement in employee performance and implement targeted training interventions.
• Monitor the effectiveness of training programs through evaluations, feedback analysis, and quality assessments to ensure desired outcomes are achieved.
• Ensure that all contact center staff are trained on and comply with all relevant banking regulations, data protection policies, and risk management standards.
• Stay abreast of any changes in regulations and incorporate them into training programs as necessary.
• Act as a mentor and resource for employees to enhance their skills, address challenges, and foster professional growth.
• Cultivate a positive and engaging learning environment that encourages staff participation and development.

Knowledge and Skills:

• Strong customer service orientation and a passion for improving customer experience.
• A development partner who possesses coaching qualities including positive attitude, ability to motivate and influence others, a trusted and supportive individual, Patient, observant and respectful problem solver.
• Ability to identify realistic and clear learning requirements from individual interactions and observations.
• Ability to build rapport and maintain positive relationships with trainees and stakeholders.
• Ability and willingness to coach and mentor others
• Ability to collaborate effectively with other team members and stakeholders.
• Strong understanding of adult learning principles and evolving learning and instructional design methodologies.
• Ability to monitor training quality, outcomes and impacts to employees and business
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational, time management, and problem-solving skills.
• Ability to work independently and as part of a team.
• Ability to design, develop, and deliver engaging and effective structured and non-structured learning solutions.

Qualifications and Experience:

• Bachelor’s degree in business studies, education, communications, or a related field.
• Minimum 3 years’ experience in delivering customer experience or contact center learning solutions.
• Certificate of Training or Coaching is an added advantage
• Proven experience as a Contact Centre Trainer or a similar role in a customer service environment.
• Experience in crafting activities and delivering both indoor and outdoor learning activities including team building.
• Experience with learning management systems (LMS) is a plus

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

Job opening date : 14-Feb-2025

Job closing date : 03-Mar-2025

How to Apply:

CLICK HERE TO APPLY