Vianet Communication Ltd. is one of the leading Internet & TV service provider in Nepal. Established in 1999, Vianet has always remained in the forefront providing reliable and affordable Broadband Internet Services. In 2011, Vianet pioneered in introducing Fiber Optics Internet or commonly known as FTTH internet service and was the first Internet service provider in Nepal to provide dedicated speeds without any sharing ratio. In 2016, Vianet introduced one of Nepal’s first ipTV service to provide exceptional quality IPTV service with one of the best offerings of HD Live TV channels and features such as Pause & Play, Videos on Demand, Catch-up TV with 1 week auto-recording which allows users to rewind and play missed episodes and TV Anywhere feature which allows users to watch TV channels on their mobile and laptop devices. About

Training and Development Officer

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Job overview:

Job Category

Development

Preferred Gender

Male/Female

Job Level

Entry Level

No. of vacancy/s

Salary

As per the Company's Policy

Experience

Priority given to candidates having experience in

Job Type

Full Time

Job Location

Kathmandu

Apply Before

19 Jan 2025

Educational Descriptions:

Required Education : Bachelor
Expected Faculty : Management or a related field

Job Specification:

Qualification: Bachelor’s degree in IT, Business Administration, Human Resource or a related field.
Experience: Proven experience in a training and development role, preferably in a call center environment.
Contract of Employment: Full-time
Job Location: Jawalakhel, Lalitpur

Skills and Knowledge:

Excellent verbal and written communication skills.
Ability to convey complex information in a clear and concise manner.
Ability to create engaging and comprehensive training materials, including audio-visual aids, handbooks, and online resources.
Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint), video editing tools like ClipChamp, CapCut etc.
Strong presentation skills to effectively deliver training sessions.
Ability to assess training needs as per the agent requirement
Capability to manage multiple tasks

Job Responsibilities :

Job Duties & Responsibilities:

Prepare comprehensive training materials tailored to various units within the call center
Regularly update training content to reflect market trends, new product updates, and customer service best practices.
Facilitate the onboarding process for new call center agents, ensuring they understand company policies, procedures, products and tools.
Conduct initial training sessions and provide necessary resources for new hires to succeed.
Monitor new agents for one-month post-initial training to ensure smooth transition and effective application of learned skills.
Listen to and evaluate new agents’ calls, providing immediate feedback and support as needed.
Conduct ticket audits and review agents’ interactions to maintain quality standards.
Sit with new agents daily to offer constructive feedback, encouragement, and coaching.
Identify individual learning needs and tailor training approaches accordingly.
Intervene and train existing agents as needed.
Use learning and development tools (LMS)
Track and report on the progress of new agents, highlighting areas of improvement and success by maintaining accurate records of training activities, attendance, and outcomes.
Collaborate with team leaders and supervisors to ensure consistent and comprehensive support for all agents.
Research and implement new learning and development tools to enhance training effectiveness.
Ensure all training materials are up-to-date and accessible to all agents.
Prepare and present reports on training activities and effectiveness to call center supervisors & managers