Supporting the purpose and strategy of Inabox Group, through the design and delivery of relevant learning programs, through both face to face training and the development of e-learning modules, for both direct and indirect channels.Key responsibilities:- Engaging with stakeholders and subject matter experts to create, maintain and continuously improve internal training programs, including; - Staff induction programs for all roles within the business - Ongoing, role-related skills and competencies training - Training to support new products, system launches and initiatives- Align with the senior management team and key stakeholders to create, maintain and continuously improve the external training program types, including; - New client induction program - Ongoing client training in core competencies (online and F2F) - Training to support new products, system launches and initiatives- The co-ordination and delivery of training programs: - F2F group training (on or off-site) - F2F one-on-one training (on or off-site) - On-line training (webinars and e-learning)- Find and assess innovative methods and tools for training delivery- Measure the effectiveness of learning and development programs by gathering and analysing participant feedback and monitoring subsequent participant performance dataKey Achievements:Designed and deployed a complete range of online e-learning accreditations for staff and external channels: - Hosted Voice - Business Grade Data - The National Broadband Network (NBN) - Legacy Products (Fixed Line, Mobile and ADSL)- Trained over 250 attendees through a highly successful F2F Induction Program- Developed Inabox Groups’ technical and systems manuals- Designed and facilitated weekly webinars for external clients to align with the continuous improvement strategy of the company- Maintained an average feedback score of 4.7 out of 5 for all training sessions for the past 3 years

The purpose of this role is to manage the Provisioning Team who support the Telcoinabox Service Providers is in relation to the provisioning of Telcoinabox products, provisioning and billing systems.Key responsibilities:- Managing the department’s performance through observation, regular review and feedback- Interviewing and recruiting staff- KPI measurement, evaluation and feedback- Performance managing staff to ensure the Provisioning Team provides a high level of customer service- Supporting clients with Telcoinabox systems, products and processes- Performing periodic team member appraisals- Identifying and addressing the department’s training & development requirements, including having a fully documented induction and post induction program, and progressing my team through their salary bands- Negotiating and allocating bonuses where applicable- Documenting & regularly reviewing internal processes - Providing high level support for 2nd level escalations and queries received from clients- Developing rapport and building relationships with clients, carriers, suppliers and potential clients

Key responsibilities:- High level system (both internal and external), product and provisioning support and customer service- Continuous monitoring of systems to ensure effective communication to clients- Testing new development and fixed system errors- Completion of requests from clients both via phone and a ticketing system- Handling 1st level escalations from clients, carriers and suppliers- Working with the Team Leader to improve current processes for efficacy and efficiency- Building internal and external relationships with Telcoinabox staff, carriers, suppliers and clients

Key responsibilities:- Internal and external sales- Sales support for account managers- Communicating technical information to customer product enquiries- Supporting and dealing with customer complaints- Outbound sales calls to retail customers- Administrative duties including pricing updates and notifications- Data entry