Operations Trainer at The Automobile Association

About the job

• Primarily, the ECC Trainer (Operations) will be responsible for planning, organising, and facilitating training interventions within ECC to improve individual and organisational performance. Using various training methodologies, the incumbent will ensure that ECC staff are equipped with the necessary competencies to enable them to meet both internal and external customers' needs with passion and professionalism.

JOB RESPONSIBILITIES:

• Conduct non-accredited training initiatives for ECC Operations (e.g., AA products, processes, CRM systems)
• Collaborate with SMEs to develop or obtain relevant training materials
• Select and apply appropriate training methods (e.g., simulations, mentoring) 
• Schedule training sessions based on resources and availability
• Facilitate learning interventions as needed
• Emphasize digital learning and gather feedback from trainees 
• Evaluate training effectiveness through surveys and observations 
• Provide training reports and maintain administration records 
• Conduct training needs analysis and offer individual coaching 
• Deliver on-the-job training and focus on soft skills and email etiquett 
• Stay updated on developments in AA Operations and training trends 
• Perform additional training-related duties as assigned.

JOB REQUIREMENTS:

• Knowledge of training principles, coaching methods, and training effect measurements 
• Familiarity with various instructional techniques (role-playing, simulations, etc.) 
• Understanding of human behavior, learning, and motivation
• Enjoys working with people
• Excellent interpersonal skills; friendly, patient, and courteous 
• Capable of public speaking
• Attentive with strong listening skills
• Proficient in spoken and written English; second language is a plus 
• Team player
• Performs well under pressure 
• Relates to a diverse range of people.

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Minimum Grade 12
• Formal training qualification preferred 
• Facilitation Certificate required 
• Assessor’s Certificate preferred
• At least 2 years of training experience in customer service/contact center 
• Essential exposure to call center training
• Facilitation and coaching experience required 
• Basic knowledge of contact center operations
• Experience in developing learning interventions/programs 
• Understanding of modern training tools and equipment
• Strong knowledge of behavior change techniques through coaching.