{"id":3013988,"url":"https://alion.io/job/savanna-fibre-customer-experience-trainer","title":"Customer Experience Trainer","company":{"id":4457886,"name":"Savanna Fibre","domain":"savannafibre.com","url":"https://alion.io/company/savanna-fibre","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"WP Job Openings","truth_index":null},"role":"Education","role_family":"Education","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kampala, Uganda"],"countries":["UG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7500,"max_usd":19000,"period":"year","method":null,"sample_n":4610},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-21T04:07:35Z","employer_posted_date":null,"last_verified_at":"2026-10-21T04:07:35Z","board_verified":false,"closed_at":null,"days_open":11,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":11},"description":"Job Title: Customer Experience Trainer\n\nOrganisation: Savanna Fibre\n\nDuty Station: Kampala, Uganda\n\nAbout Organisation:\n\nSavanna Fibre is at the forefront of providing internet services in Uganda, offering a blend of speed, reliability, and innovation. With a robust network infrastructure and state-of-the-art technology, Savanna Fibre connects individuals, businesses, and communities across Uganda, empowering them to thrive in the digital age. Whether it’s fast browsing, smooth streaming, or seamless communication, Savanna Fibre is dedicated to delivering top-notch internet experiences to its customers nationwide.\n\nJob Summary: To design, deliver and evaluate training programmes that enhance the knowledge, skills and performance of Customer Experience staff across Frontline Customer Care, Tier 2 Support, Retention, 4G and FTTH operations and KYC Operations. The Trainer will drive operational excellence through structured onboarding, continuous learning, rapid coaching, product and process training, and performance improvement initiatives that enhance customer satisfaction, service resolution, retention, revenue recovery and operational efficiency.\n\nKey Duties and Responsibilities:\n\nTraining Needs Analysis and Planning.\n\nIdentify training gaps using quality assurance reports, customer complaints, operational KPls, call evaluations and supervisor feedback.\n\nDevelop and maintain a structured monthly training calendar covering onboarding, refresher training, product updates and performance improvement.\n\nConduct training needs assessments for new and existing staff across all CE functions.\n\nPrioritise training interventions based on recurring service failures, process gaps, low-performing KPls and emerging business needs.\n\nStaff Onboarding and Product Knowledge.\n\nDevelop and deliver comprehensive onboarding programmes for new CE employees.\n\nTrain staff on Savanna Fibre products, packages, pricing, promotions, billing, payments, renewals, account management and service activation.\n\nEnsure staff understand the differences between 4G and FTTH services, including common technical issues, troubleshooting procedures and escalation paths.\n\nTrain agents on customer lifecycle management, including New NPD, Old NPD, welcome calls, health checks, pre-payers, win-back and retention campaigns.\n\nAssess staff competency before deployment and recommend additional coaching where required.\n\nTechnical Support and Process Training.\n\nTrain Tier 2 and Frontline teams on standard troubleshooting procedures, ticket management, escalation protocols and customer follow-up.\n\nReinforce compliance with service request workflows, ticket ownership, closure codes, final resolution reasons and customer communication standards.\n\nEnsure teams understand outage management, service downtime communication, compensation policies and billing-related escalations.\n\nTrain staff on the correct handling of package upgrades, downgrades, Combo Package transitions and FTTH migration workflows.\n\nWork with Technical Operations, Billing and other departments to ensure training materials reflect approved processes and current operating procedures.\n\nQuality Assurance and Rapid Coaching.\n\nCollaborate with Quality Assurance to identify recurring quality failures and translate findings into targeted training interventions.\n\nConduct call listening, side-by-side coaching, role-plays and practical assessments to improve customer handling and resolution quality.\n\nImplement rapid coaching for agents with repeated errors, low conversion rates, poor call quality or process non-compliance.\n\nCoach staff on probing, active listening, empathy, objection handling, ownership, first-contact resolution and effective call control.\n\nTrack coaching actions and verify improvement through subsequent call evaluations and performance reviews.\n\nRetention and Customer Value Chain Enablement\n\nTrain agents on customer retention techniques, objection handling, churn prevention and win-back strategies.\n\nEquip staff to identify reasons for inactivity, non-payment, service dissatisfaction and potential disconnection.\n\nTrain teams to explain relevant packages and approved offers accurately, without misrepresentation or unauthorised promises.\n\nSupport campaign launches by preparing agents on target segments, customer eligibility, scripts, campaign objectives and reporting requirements.\n\nMonitor campaign performance with operational leaders and recommend refresher training where conversion or recovery targets are not achieved.\n\nPerformance Management and Continuous Improvement\n\nAnalyse agent and team performance to identify knowledge gaps affecting productivity, customer experience and business outcomes.\n\nWork with Team Leaders and Operations Managers to develop performance improvement plans for underperforming employees.\n\nConduct periodic competency assessments and maintain individual training and coaching records.\n\nParticipate in calibration sessions with QA and Operations to ensure consistent interpretation of procedures and quality standards.\n\nRecommend updates to training content based on changes in products, systems, policies, customer feedback and operational performance.\n\nTraining Documentation and Reporting\n\nDevelop and maintain training manuals, standard operating procedures, presentations, job aids, FAQS, assessment tools and coaching guides.\n\nMaintain accurate attendance records, assessment results, competency matrices and training completion records.\n\nSubmit weekly and monthly reports covering training delivered, staff coverage, assessment results, identified gaps and corrective actions.\n\nMeasure the effectiveness of training by comparing relevant operational KPls before and after interventions.\n\nEnsure training materials are version-controlled and aligned with approved Savanna Fibre policies and procedures.\n\nQualifications, Skills and Experience:\n\nBachelor’s degree or diploma in Education, Human Resource Management, Business Administration, Communications, Customer Experience or a related field.\n\nAt least 2 years’ experience in contact centre training, customer experience operations, quality assurance or frontline operations.\n\nDemonstrated experience delivering training and coaching in a high-volume contact centre environment.\n\nExperience in telecommunications, internet service provision or ISP customer support will be a strong advantage.\n\nPractical understanding of customer care, technical support, retention, billing, collections and customer lifecycle management.\n\nExperience using CRM, ticketing, call centre and reporting systems.\n\nProficiency in Microsoft Excel, PowerPoint and Word, with the ability to analyse performance data and prepare training reports.\n\nRequired Skills and Competencies\n\nExcellent facilitation, presentation and communication skills.\n\nStrong coaching, mentoring and performance improvement capabilities.\n\nAnalytical thinking and the ability to translate operational data into targeted training.\n\nStrong knowledge of customer experience standards and contact centre KPIs.\n\nAbility to simplify technical concepts for non-technical staff.\n\nExcellent interpersonal skills and the ability to work across multiple operational teams.\n\nStrong planning, organisation and time management.\n\nAttention to detail, accountability and commitment to continuous improvement.\n\nAbility to manage competing priorities in a fast-paced operational environment.\n\nHow to Apply:\n\nAll suitably qualified and Interested applicants should apply online at the link below.\n\nClick Here\n\nDeadline: 27th October 2026\n\nNB: Only shortlisted candidates will be contacted.\n\nFor more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline\n\nLevel of Education: bachelor degree\n\nWork Hours: 8\n\nExperience in Months: 24","description_format":"text","description_chars":7834,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-21T16:04:15Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring 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