Customer Experience Trainer job at Savanna Fibre Uganda

Savanna Fibre is seeking a Customer Experience Trainer to design, deliver, and evaluate training programs that enhance the knowledge, skills, and performance of Customer Experience staff. The role involves driving operational excellence through structured onboarding, continuous learning, rapid coaching, product and process training, and performance improvement initiatives to enhance customer satisfaction, service resolution, retention, revenue recovery, and operational efficiency.

Key Responsibilities:

• Training Needs Analysis and Planning: Identify training gaps using quality assurance reports, customer complaints, operational KPIs, call evaluations, and supervisor feedback. Develop and maintain a structured monthly training calendar. Conduct training needs assessments and prioritize training interventions.
• Staff Onboarding and Product Knowledge: Develop and deliver onboarding programs. Train staff on Savanna Fibre products, packages, pricing, promotions, billing, payments, renewals, account management, and service activation. Ensure understanding of 4G and FTTH services, troubleshooting, and escalation paths. Train on customer lifecycle management. Assess staff competency.
• Technical Support and Process Training: Train teams on troubleshooting procedures, ticket management, escalation protocols, and customer follow-up. Reinforce compliance with service request workflows, ticket ownership, closure codes, and communication standards. Ensure understanding of outage management, service downtime communication, compensation policies, and billing-related escalations. Train on package upgrades, downgrades, and migration workflows. Collaborate with other departments to ensure training materials are current.
• Quality Assurance and Rapid Coaching: Collaborate with Quality Assurance to identify quality failures and translate them into training. Conduct call listening, side-by-side coaching, role-plays, and practical assessments. Implement rapid coaching for agents with repeated errors. Coach staff on probing, active listening, empathy, objection handling, ownership, first-contact resolution, and call control. Track coaching actions and verify improvement.
• Retention and Customer Value Chain Enablement: Train agents on retention techniques, objection handling, churn prevention, and win-back strategies. Equip staff to identify reasons for inactivity, non-payment, and dissatisfaction. Train teams to explain packages and offers accurately. Support campaign launches by preparing agents. Monitor campaign performance and recommend refresher training.
• Performance Management and Continuous Improvement: Analyze agent and team performance to identify knowledge gaps. Develop performance improvement plans. Conduct periodic competency assessments and maintain training records. Participate in calibration sessions. Recommend updates to training content.
• Training Documentation and Reporting: Develop and maintain training manuals, SOPs, presentations, job aids, FAQs, assessment tools, and coaching guides. Maintain attendance records, assessment results, and training completion records. Submit weekly and monthly reports. Measure training effectiveness. Ensure training materials are version-controlled.

• Identify training gaps using quality assurance reports, customer complaints, operational KPls, call evaluations and supervisor feedback.
• Develop and maintain a structured monthly training calendar covering onboarding, refresher training, product updates and performance improvement.
• Conduct training needs assessments for new and existing staff across all CE functions.
• Prioritise training interventions based on recurring service failures, process gaps, low-performing KPls and emerging business needs.
• Develop and deliver comprehensive onboarding programmes for new CE employees.
• Train staff on Savanna Fibre products, packages, pricing, promotions, billing, payments, renewals, account management and service activation.
• Ensure staff understand the differences between 4G and FTTH services, including common technical issues, troubleshooting procedures and escalation paths.
• Train agents on customer lifecycle management, including New NPD, Old NPD, welcome calls, health checks, pre-payers, win-back and retention campaigns.
• Assess staff competency before deployment and recommend additional coaching where required.
• Train Tier 2 and Frontline teams on standard troubleshooting procedures, ticket management, escalation protocols and customer follow-up.
• Reinforce compliance with service request workflows, ticket ownership, closure codes, final resolution reasons and customer communication standards.
• Ensure teams understand outage management, service downtime communication, compensation policies and billing-related escalations.
• Train staff on the correct handling of package upgrades, downgrades, Combo Package transitions and FTTH migration workflows.
• Work with Technical Operations, Billing and other departments to ensure training materials reflect approved processes and current operating procedures.
• Collaborate with Quality Assurance to identify recurring quality failures and translate findings into targeted training interventions.
• Conduct call listening, side-by-side coaching, role-plays and practical assessments to improve customer handling and resolution quality.
• Implement rapid coaching for agents with repeated errors, low conversion rates, poor call quality or process non-compliance.
• Coach staff on probing, active listening, empathy, objection handling, ownership, first-contact resolution and effective call control.
• Track coaching actions and verify improvement through subsequent call evaluations and performance reviews.
• Train agents on customer retention techniques, objection handling, churn prevention and win-back strategies.
• Equip staff to identify reasons for inactivity, non-payment, service dissatisfaction and potential disconnection.
• Train teams to explain relevant packages and approved offers accurately, without misrepresentation or unauthorised promises.
• Support campaign launches by preparing agents on target segments, customer eligibility, scripts, campaign objectives and reporting requirements.
• Monitor campaign performance with operational leaders and recommend refresher training where conversion or recovery targets are not achieved.
• Analyse agent and team performance to identify knowledge gaps affecting productivity, customer experience and business outcomes.
• Work with Team Leaders and Operations Managers to develop performance improvement plans for underperforming employees.
• Conduct periodic competency assessments and maintain individual training and coaching records.
• Participate in calibration sessions with QA and Operations to ensure consistent interpretation of procedures and quality standards.
• Recommend updates to training content based on changes in products, systems, policies, customer feedback and operational performance.
• Develop and maintain training manuals, standard operating procedures, presentations, job aids, FAQS, assessment tools and coaching guides.
• Maintain accurate attendance records, assessment results, competency matrices and training completion records.
• Submit weekly and monthly reports covering training delivered, staff coverage, assessment results, identified gaps and corrective actions.
• Measure the effectiveness of training by comparing relevant operational KPls before and after interventions.
• Ensure training materials are version-controlled and aligned with approved Savanna Fibre policies and procedures.

• Training delivery
• Onboarding
• Product knowledge
• Technical support
• Process training
• Quality assurance
• Coaching
• Customer retention
• Performance management
• Training documentation
• Reporting
• Customer service
• Troubleshooting
• Communication
• Active listening
• Empathy
• Objection handling
• Call control

• Experience in designing, delivering, and evaluating training programs.
• Ability to identify training gaps using data and feedback.
• Proficiency in developing training calendars and needs assessments.
• Experience in onboarding new employees.
• Knowledge of telecommunication products, packages, pricing, and promotions.
• Understanding of 4G and FTTH services, including technical issues and troubleshooting.
• Familiarity with customer lifecycle management.
• Skills in technical support training, ticket management, and escalation protocols.
• Knowledge of service request workflows and customer communication standards.
• Experience in quality assurance and coaching techniques.
• Ability to train on customer retention strategies.
• Skills in performance analysis and developing improvement plans.
• Proficiency in creating training documentation and reports.
• Strong communication and interpersonal skills.