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    Assistant Manager Training- Voice and Communications - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    4 hours ago

    WNS Global Services background
    Description
    Job Description

    Main purpose:

    The purpose of the Voice and Communications Trainer is to deliver on the required training needs identified for the assigned operational business units.


    • Drive the communications needs analysis for Floor Support Teams for on-time and quality delivery
    • Manage Trainee competency and quality
    • Conduct TNI & TNA to program the modules as per the process needs
    • Conduct TNI through floor interventions
    • Support Pre-Process Training as required for New Hire batches
    • Manage IR / HR required processes during this time
    • CSAT support and management through Agent Skill Mapping and development
    • Conduct Business Quality management end to end with coaching and feedback
    • Content revision and creation
    • Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
    • Consistently achieve or exceed quality training and targets
    Conform to company and client security requirementsAssessment: Assessments must be completed for all training events; Remedial support must be provided to all delegates prior to re-assessment;Administration: Capture learner records in line with business units requirements: Complete Training Reports and comply to required training processes; Complete delegate attendance registersKnowledge, skills and attributes required:

    • High proficiency in delivering impact training and facilitation;
    • Strong planning, organizing and time management skills;
    • High proficiency in verbal & written English;
    • Strong communication and interpersonal skills;
    • High attention to detail and accuracy;
    • Exceptional administrative skills;
    • The ability to work within a team;
    • Self-motivated;
    • Self-manageable;
    • Strong customer service orientation;
    • Proactive.
    Qualifications


    Experience required:

    • 1+ years ' Energy and Utilities customer service call center experience advantageous
    • 2+ years' experience in Learning & Development within a contact center environment
    • Experience in facilitation of training with more focus on soft skills training (Required)
    • Training, coaching and mentoring experience.
    • Computer literacy at intermediate level (MS Office).
    • CELTA Certification an (advantage)
    • ODEDTP Qualification (advantage)
    Additional Information
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