Assistant Manager – Voice and Communications Trainer needed at WNS Global Services

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WNS Global Services’s job vacancy, Career and Recruitment

Job title : Assistant Manager – Voice and Communications Trainer jobs in Western Cape

Job Location : Western Cape, Cape Town

Deadline : September 04, 2022

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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.


Experience required:

  • 1+ years ï 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)

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply online

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