Process Trainer

Wns Global Services; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading global services company in Cape Town seeks a Training Delivery Specialist with over 5 years of experience in the airline or travel industry. The role focuses on delivering high-quality training, ensuring compliance, and coaching employees. Ideal candidates will have expertise in GDS systems and a proven track record in a fast-paced environment. This full-time position is on-site and offers a dynamic work atmosphere.

Qualifications

• 5+ years of training delivery experience in a fast-paced operations or BPO environment.
• Strong background in airline or travel industry, preferably in Reservations and Ticketing.
• Expert-level proficiency in GDS systems with hands-on training experience.
• Exceptional facilitation and stakeholder management skills.

Responsibilities

• Deliver high-impact New Hire Upskill and Refresher Training focused on airline processes.
• Ensure compliance with client and internal certification standards.
• Identify gaps and recommend improvements based on feedback.
• Develop and maintain training content tailored to airline operations.
• Coach and provide feedback to trainees.

Skills

Change Management

Core Java

Gas Turbine

General Services

Logistics & Procurement

Airlines

Tools

GDS platforms (e.g., Amadeus, Sabre, Galileo)

MS Office (PowerPoint, Excel, Word)

Job description

Responsibilities

1. Deliver high‑impact New Hire Upskill and Refresher Training focused on airline processes GDS systems and customer service excellence.
2. Ensure full compliance with client and internal certification standards.
3. Collaborate with Training Managers and stakeholders to align training outcomes with operational goals.
4. Identify gaps and recommend improvements based on feedback and performance data.
5. Develop, update and maintain training content tailored to airline operations and client requirements.
6. Ensure accurate documentation and reporting of training metrics in line with organizational standards.
7. Work with internal and external stakeholders and drive process improvements and floor support.
8. Create training programs to address skill gaps in employees by conducting regular TNA and TNI.
9. Coach and provide feedback to trainees on their performance in class and on the shop floor.
10. Control absenteeism and attrition in class and motivate the batch.
11. Consistently achieve or exceed targets on quality and throughput in training.
12. Participate in regular internal and external stakeholder interactions.

Qualifications

1. Minimum 5 years of proven experience in training delivery preferably in a fast‑paced operations or BPO environment.
2. Strong background in airline or travel industry is essential – preferably Reservations and Ticketing background.
3. Expert‑level proficiency in GDS platforms (e.g., Amadeus, Sabre, Galileo) with hands‑on experience in process training.
4. Solid understanding of customer service workflows and operational standards.
5. Exceptional facilitation, communication and stakeholder management skills.
6. Demonstrated ability to lead teams, coach performance and drive measurable training outcomes.
7. Should have Voice training experience of more than 3 years in airline travel domain.
8. Ability to work in shifts.
9. Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents.
10. Ability to identify skill gaps in classroom and on the shop floor; design customized training programs and track ROI.
11. Good people management and organizational skills.
12. Good knowledge of MS Office – PowerPoint, Excel, and Word.
13. Willingness to go over and beyond the regular delivery requirements during ramp/peak season.
14. Good analytical and presentation skills.

Key Skills

• Change Management
• Core Java
• Gas Turbine
• General Services
• Logistics & Procurement
• Airlines

Remote Work: No

Employment Type: Full‑time

Vacancy: 1