Assistant Manager Training- Voice and Communications

Job DescriptionMain purpose:The purpose of the Voice and Communications Trainer is to deliver on the required training needs identified for the assigned operational business units.• Drive the communications needs analysis for Floor Support Teams for on-time and quality delivery• Manage Trainee competency and quality• Conduct TNI & TNA to program the modules as per the process needs• Conduct TNI through floor interventions• Support Pre-Process Training as required for New Hire batches • Manage IR / HR required processes during this time• CSAT support and management through Agent Skill Mapping and development• Conduct Business Quality management end to end with coaching and feedback• Content revision and creation• Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics• Consistently achieve or exceed quality training and targets • 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:• 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.QualificationsExperience required:• 1+ years ' Energy and Utilities customer service call center experience advantageous• 2+ years' experience in Learning & Development within a contact center environment• Experience in facilitation of training with more focus on soft skills training (Required)• Training, coaching and mentoring experience.• Computer literacy at intermediate level (MS Office).• CELTA Certification an (advantage)• ODEDTP Qualification (advantage)Additional Information