Job Description
Job Industry
Job Salary Currency
UGXJob Salary Fixed
NoKey Deliverables
1. Training Design & Content Development
• Conduct training needs analyses (TNAs) across sales, contact Centre, and collections teams in collaboration with department heads.
• Design and develop engaging, practical training materials including manuals, facilitator guides, job aids, scripts, e-learning content, and assessments.
• Build and maintain an onboarding curriculum that enables new sales agents and call Centre staff to become productive within their first 30 days.
• Develop role-specific programmes for: Field Sales Agents, Team Leaders & Supervisors, Call Centre Agents (customer care, partner support, debt collections).
• Localise content to ensure relevance to Ugandan market realities, using Luganda where appropriate.
• Continuously update materials to reflect changes in products, processes, compliance requirements, and market conditions.
2. Training Delivery
• Facilitate in-person training sessions at the Kampala office and during upcountry visits to regional field teams.
• Deliver induction programs for all new hires across the organization.
• Conduct refresher and upskilling sessions for existing staff based on performance data and business needs.
• Adapt delivery style to diverse audiences including frontline agents, team leaders, and partner staff.
• Use blended learning approaches — classroom, on-the-job, peer coaching, and role-plays — to maximize retention and skill transfer.
3. Coaching & Performance Support
• Provide structured one-on-one and group coaching to sales agents and team leaders in the office and in the field.
• Shadow agents during customer interactions (field visits and call monitoring) and provide immediate, actionable feedback.
• Partner with Team Leaders to build their coaching capability — enabling them to sustain learning within their own teams.
• Support collections staff with communication techniques, empathy-based debt recovery, and compliance with responsible collections practices.
• Identify high-potential agents and recommend them for accelerated development tracks.
4. Learning Measurement & Reporting
• Define and track key training metrics: assessment pass rates, time-to-productivity for new hires, post-training performance uplift, and knowledge retention rates.
• Produce monthly training reports for HR and Operations leadership.
• Use sales performance and quality assurance (QA) data to inform and prioritize training interventions.
• Conduct post-training evaluations and act on feedback to continuously improve program effectiveness.
5. Training Function Setup & Administration
• Establish the company's training infrastructure from scratch: systems, templates, schedules, registers, and documentation standards.
• Maintain a training calendar aligned to business cycles, product launches, and HR onboarding waves.
• Source, evaluate, and manage external training vendors or resources as needed.
• Manage a training budget responsibly, optimizing for impact and cost-effectiveness.
Professional Qualifications
| Industry | Qualification |
|---|---|
| Human Resource Management | Bachelor's degree in Education, Human Resource Management, Business Administration, Psychology, or a related field. • Minimum 4 years of experience in a training, learning & development, or coaching role. • Demonstrated experience training sales teams — ideally in financial services, telecoms, mobile money, or fast-moving consumer goods (FMCG). • Proven ability to design and deliver training programs independently, without a pre-existing team or infrastructure. • Experience working in high-volume, high-attrition environments. • Willingness and ability to travel frequently across Uganda, including overnight upcountry stays. • Fluency in both English and Luganda (spoken and written). • Strong facilitation and presentation skills with diverse audiences. Desirable • Experience in phone financing, device leasing, or consumer credit industries. • Background in contact center training — including outbound sales, collections, or customer service. • Exposure to adult learning theory, ADDIE, or other instructional design frameworks. • Proficiency with e-learning tools (e.g., Canva for content design, Google Classroom, Moodle, or similar LMS platforms). • Training or coaching certification (e.g., CIPD, ATD/ASTD, ICF, or equivalent). • Proficiency in additional local languages (e.g., Runyakitara, Acholi, Lugisu) is an added advantage. |