Operations Trainer - Utilities Contact Centre

WNS; Cape Town; On-site; ZAR 320,000 - 420,000; Full time

Job summary

WNS in Cape Town is seeking an Operations Trainer to deliver product and technical training to the assigned unit. As a learning and development professional, you ensure agents and teams are equipped with tools and skills to meet ongoing performance goals.

You will conduct new starter and refresher training, manage a group of trainees, support nesting and BAU activities, perform assessments, and maintain learner records and training reports.

Qualifications

• Proven ability to deliver impactful training and facilitation.
• Strong planning, organizing and time management skills.
• Excellent verbal and written English.
• Strong communication and interpersonal skills.
• High attention to detail and accuracy.
• Exceptional administrative skills.
• Team player with the ability to work in a group.
• Self-motivated and self-managed.
• Strong customer service orientation.
• Proactive attitude.

Responsibilities

• Conduct new starter training, refresher, up-skilling and cross-skill training, including knowledge checks and assessments, and provide daily support.
• Manage a group of trainees on a day-to-day basis, overseeing group administration and follow-through.
• Support nesting and BAU activities, conduct training needs analysis, and report on findings.
• Complete assessments for all training events and provide remedial support before re-assessment.
• Capture learner records in line with Ucademy requirements.
• Complete annual training reports and delegate attendance registers.
• Update the operational skills matrix.

Skills

Training delivery

Planning & organizing

English fluency

Communication

Attention to detail

Administration

Teamwork

Self-motivation

Customer service

Proactiveness

Job description

Job Description

The purpose of the Operations Trainer role is to deliver product and technical training to the assigned operational business unit. As a learning and development professional, the trainer ensures that agents and operational teams are equipped with the necessary tools and skills to achieve ongoing optimum deliverables.

Key Responsibilities

• Conduct new starter training, refresher, up‑skilling and cross‑skill training, including knowledge checks and assessments, and provide daily support.
• Manage a group of trainees on a day‑to‑day basis, overseeing group administration and follow‑through.
• Support nesting and BAU activities, conduct training needs analysis, and report on findings.

Assessment

Complete assessments for all training events and provide remedial support before re‑assessment.

Administration

• Capture learner records in line with Ucademy requirements.
• Complete annual training reports and delegate attendance registers.
• Update the operational skills matrix.

Knowledge, Skills and Attributes Required

• High proficiency in delivering impactful training and facilitation.
• Strong planning, organising and time‑management skills.
• High proficiency in verbal and written English.
• Strong communication and interpersonal skills.
• High attention to detail and accuracy.
• Exceptional administrative skills.
• Ability to work within a team.
• Self‑motivated and self‑manageable.
• Strong customer service orientation.
• Proactive attitude.

Additional Information

Working Hours – Monday to Friday, 8 PM to 6 PM UK Time.