Operations Trainer (Night Shift) at WNS Global Services

Job Description
Role Purpose 

The purpose of the Operations Trainer role is to deliver product and technical training into assigned operational business units.  The role is split into key focus areas, namely:

• New starter training – the delivery of product and technical training to new starters as part of the on-boarding experience into the business. 
• Refresher training – product and technical refresher training, including up-skilling and cross-skilling.
• Assessments – carrying out product and technical skills assessments following the delivery of training.
• Administration – maintaining accurate records for compliance and reporting purposes. 

Key Result Areas:

Training Delivery

• Conduct new starter training as well as refresher, up-skilling and cross skilling training.
• Training delivered is practical and in-line with workplace 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 WNS

Requirements:

• Complete Annual Training Reports;
• Complete delegate attendance registers;
• Update operational skills matrix.
• Follow the Handover process 
• Maintain Training Standard document 

Qualifications

Qualifications Required

Essential

• Matric/Grade 12 Certificate 

Preferred

• A relevant higher national certificate or diploma in training and development 

Experience Required

Essential

• Minimum 2-3 years’ experience in the operational environment (Travel specific)
• Excellent knowledge of GDS - Sabre 
• Knowledge of Exchanges , Rebooking, Ticketing & Refunds
• Computer literacy (MS Office) at an intermediate to advanced level - particularly MS Excel and MS Word.

Preferred

• Training, coaching and / or mentoring experience 
• Behavioral Traits Required (These are behaviors that differentiate the “Good” from the “Great” at WNS)
• Self-motivated
• Self-manageable 
• Strong customer service orientation
• Proactive

The ability to:

• Learn, understand and master new information and multiple processes quickly
• Deal with complexity
• Communicate effectively  
• Take ownership and deliver results

A professional approach

• Effective emotional intelligence (EQ)
• Job-Related Knowledge, Competencies & Skills Required

Essential

• 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
• Communicate complex subjects clearly

Preferred

• Basic content development skills
• Other Specific Requirements
• Must be able to travel between sites within allocated region as and when required