SF Capability Development Lead

Job Identification 
Developing SalesForce capabilities and competency levels through intensive collaboration with GO HR and country Commercial lead to the implementation of CCI's sales force capacity-building strategy and implementation plans.

Follows the processes to ensure that the Call Center infrastructure operates at the same standards in all CCI countries. Monitors KPIs to ensure resolution time and quality of Customer Complaints and provides support to countries for improvement.

Provides GO level support and coordination for the necessary support, documentation, training and sharing of best practices to ensure that the distributor business and infrastructure.

Main Responsibilities 

• Obtain alignment with Countries and GO HR regarding the training needs and prioritization based on capability gap analysis.
• Ensure that the sales team has a clear framework and mechanisms for capability development, re-aligning the learning portfolio to fit a refreshed capability development plan that meets end state requirements.
• Ensure that the sales team has a clear framework and mechanisms for capability development, re-aligning the learning portfolio to fit a refreshed capability development plan that meets end state requirements.
• Develop strong relationships and network with learning providers and external organizations to provide insight and expertise into business areas.
• Providing the necessary support at the GO level to establish and operate the Distributor system infrastructure in the countries in accordance with CCI policies/procedures and country legal regulations, ensuring that the Distributor business development book is available and up-to-date for each country.
• Providing monthly and annual follow-up and regular reporting of distributor data related to warehouse, employee, and fleet in CCI countries.
• Ensuring that the Call Center infrastructure works efficiently for all CCI countries. Processes improvement for TR and PK. Collaborating with country responsible. System establishment for other countries.
• Active Management of agreed Call Center KPIs (first call resolution rate, Resolution rate, Service level- SLA etc); Monitor country performance against agreed Call Center KPIs, and work with countries and the Region to identify opportunities for improvement. the person in this role strives to look at the big picture and spot potential improvements as they come.
• Formulate new policies / SOPs/guidelines related to Commercial Operations (Call Center, Distributor Business Development & Sales Force Capability development) to improve overall process efficiency so that a standard way of working can be observed at all tiers and all countries.
• CRM management & deployment, provide hands-on support to Countries in tactical deployment of digital solutions.
• Work with country Sales operation teams to drive best practices in Sales & Marketing Excellence - demonstrate stepwise improvements in the efficiency and effectiveness of regional Sales resources.

Capabilities

• Bachelors or MA Degree. 
• Minimum 4 years of experience.
• Excellent command of English. 
• Clear and concise in both oral and written communication.
• Strong analytical thinking skills, customer focus and business acumen.

"We're an equal opportunity employer. All applicants will be considered for employment without attention to race, sex, color, national or social origin, ethnicity, religion, age, pregnancy, disability, sexual orientation, gender expression or political opinion”