Job Description

Company Description

WNS (Holdings) Limited (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. 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.



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.xe2x80xa2 Drive the communications needs analysis for Floor Support Teams for on-time and quality deliveryxe2x80xa2 Manage Trainee competency and qualityxe2x80xa2 Conduct TNI & TNA to program the modules as per the process needsxe2x80xa2 Conduct TNI through floor interventionsxe2x80xa2 Support Pre-Process Training as required for New Hire batches xe2x80xa2 Manage IR / HR required processes during this timexe2x80xa2 CSAT support and management through Agent Skill Mapping and developmentxe2x80xa2 Conduct Business Quality management end to end with coaching and feedbackxe2x80xa2 Content revision and creationxe2x80xa2 Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statisticsxe2x80xa2 Consistently achieve or exceed quality training and targets xe2x80xa2 Conform to company and client security requirementsAssessment: 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 registersKnowledge, skills and attributes required:xe2x80xa2 High proficiency in delivering impact training and facilitation;xe2x80xa2 Strong planning, organizing and time management skills;xe2x80xa2 High proficiency in verbal & written English;xe2x80xa2 Strong communication and interpersonal skills;xe2x80xa2 High attention to detail and accuracy;xe2x80xa2 Exceptional administrative skills;xe2x80xa2 The ability to work within a team;xe2x80xa2 Self-motivated;xe2x80xa2 Self-manageable;xe2x80xa2 Strong customer service orientation;xe2x80xa2 Proactive.

Qualifications

Experience required:xe2x80xa2 1+ years xe2x80x98 Energy and Utilities customer service call center experience advantageousxe2x80xa2 2+ yearsxe2x80x99 experience in Learning & Development within a contact center environmentxe2x80xa2 Experience in facilitation of training with more focus on soft skills training (Required)xe2x80xa2 Training, coaching and mentoring experience.xe2x80xa2 Computer literacy at intermediate level (MS Office).xe2x80xa2 CELTA Certification an (advantage)xe2x80xa2 ODEDTP Qualification (advantage)

WNS Global Services