Job Description

Job Category: Digital Operations - Contact Center
:
The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production.
Responsibilities:
I. Classroom Management
o Conducts new hire interview and provide feedback to operations
o Conducts classroom process training/up-training/cross-skilling for new hires/tenured/transfer employees of the specific process
o Provides clinical capability development trainings to Operations frontline staff to meet operational requirements (i.e. Clinical Preprocess Training for USRN trainers)
o Monitors attendance during the entire process training
o Formulates effective exercises or assessments for essential learning improvements
o Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
o Continuously plans and organizes the training course and design as suited to the needs of the process
o Ensure compliance to client and organizational policies and procedures
o Reports directly to the client the update of the training class or process clarification
o Deliberate new hires that needs support and coaching
o Monitor trainee's post-nesting performance for the first 3 months after being endorsed to operations
o Establish and define the structure of the learning context
o Convey leadership to individuals and teams within scope
o Implement and demonstrate efficient training methods
o Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
II. Modules/Up-training/Initiatives
o Develop and implement an effective system for process updates as and when required by the process/clients
o Update Training curriculum on an ongoing basis with the help of Content Development Team
o Conduct team huddle and provide floor and online support for process updates
o Assist in assessing and addressing developmental/training needs of employees across the process through Training Needs Analysis
o Conduct follow-up training sessions to measure training effectiveness
o Collaborate with the quality and operations for process improvements
III. Individual Development (Production, QA Score)
o Contribute to production either through processing bills or cases, or taking inbound calls, in the absence of a training batch/requirement
IV. Other Functions:
o Create training dashboard and attend in weekly/monthly business review
o Partake during client visits
o Support processes in migration phase
o Steps up for the process in the absence of the Assistant Manager
Performance parameters
o Excellent classroom management and training effectiveness
o Quality and precision of reports, deliverables and production
o Adherence to attendance and schedule
o Develop and implement effective system in cascading process updates
o Initiate proposal for process improvement
o Assess, evaluate and analyze training needs through follow-up sessions
o Strict compliance to client and organizational rules and directives
o Clients/customer relations at a professional level to guarantee client satisfaction
Primary Internal Interactions
o Trainees, to evaluate training effectiveness, coaching and assessing work readiness
o Team/s of Nurse Associates, to train, coach, conduct up-skilling or cross-skilling and assessing work readiness
o Quality team, to calibrate process, clarifying audits, identify challenges and top drivers, and cooperate with the process improvement
o Supervisor, to report performance, seek assistance and support for any training concerns, monthly evaluation of performance, develop training modules, and update of training curriculum
o Lead Assistant Managers and leaders, to identify training needs and follow-up
Qualifications:
Eligibility & Selection Criteria:

• This role is open to Band A1 (Executives) and Band A2 (Senior Executives) currently on the Newday campaign.
• No NCNS
• No live warnings
• Has no pending DE's
• Should have an appraisal rating of 3.5
• Should have minimum of 12 months tenure in current role
• Should have minimum of 12 months tenure in EXL
• Should not be placed on performance review (PIP)
• A minimum of 90% across assurance metrics in the last 3 months
• Candidates should not have appeared on the integrity list in the last 3 months
• Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude
• Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks.

Last date of receipt of applications and CV: Moday, 24 November 2025
** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets. **

Skills Required