Assistant Manager - Training - Durban - South Africa

WNS; Durban; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading Business Process Management company in Durban seeks an Operations Trainer to deliver comprehensive training in soft skills, products, and technical skills. Candidates should have at least 3 years of Call Center experience and a strong background in Learning & Development. This role offers engaging training opportunities and a chance to grow in a dynamic environment.

Qualifications

• 3+ years’ experience in a Call Center environment.
• 1+ years’ experience in Learning & Development.
• Training, coaching and mentoring experience required.

Responsibilities

• Deliver soft skill, product, and technical training.
• Conduct new starter training and refresher sessions.
• Capture learner records as per administrative requirements.

Skills

Training delivery

Communication skills

Planning and organizing

Customer service orientation

Education

Grade 12/Matric

Tertiary qualification in training and development

Tools

MS Office

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

Main purpose: The purpose of the Operations Trainer role is to deliver soft skill, product and technical training into assigned operational business units.

Key Responsibilities

• 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 administrative requirements:
• Complete Annual Training Reports;
• Complete delegate attendance registers;
• Update operational skills matrix.

Qualifications

Qualifications required:

• Grade 12/Matric
• Tertiary qualification in training and development would be beneficial
• Train the trainer

Experience

• 3+ years’ experience in a Call Center environment will be an advantage
• 1+ years’ experience in Learning & Development
• Training, coaching and mentoring experience
• Computer literacy at intermediate level (MS Office)

Knowledge, skills and attributes

• 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
• The ability to:
• learn, understand and master new information and multiple processes quickly
• deal with complexity
• take ownership and deliver results