Assistant Manager - Voice and Communications Trainer at WNS Global Services

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 requirements

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 business units requirements: Complete Training Reports and comply to required training processes; Complete delegate attendance registers

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

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)