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    Operations Trainer - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    20 hours ago

    WNS Global Services background
    Description
    Job Description

    The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit.

    The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:

    • Increased employee engagement
    • Enhanced personal performance
    • Improved productivity
    • Enhanced customer experience
    • Increased employee retention

    Key responsibilities:

    Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.

    Managing a group of trainees on a day to day basis including the administration of the group and follow through

    Supporting in nesting and BAU and conducting and reporting on training needs analysis

    Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;

    Assessment: 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 Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.

    Knowledge, 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

    Additional Information

    Working Hours - Monday to Friday - 8PM to 6PM UK Time

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