Trainer, Uk Ops - GCCA Remote

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What We'll Bring:

What You'll Bring:

• Bachelor’s degree preferred, but not required.
• 3-5 years of training delivery experience/background in a training role.
• 1-2 years of training experience with voice call center agents
• Background in training in a classroom and/or a virtual environment.
• Comfort level with general technical concepts and training of these concepts.
• Proficient in Microsoft applications including PowerPoint.
• Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training.
• Strong attention to detail.
• Quick to learn, with a goal of becoming a SME on an all processes.
• Comfortable presenting and training groups on average of 15-25 people.
• Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed.
• Holds trainees accountable and assists in nesting phase of training development.
• Ability to maintain focus, flexibility, and organization.
• Comfortable working in fast-paced environment.
• Ability to identify gaps in representative knowledge, skills, etc.
  

Impact you will make

Training facilitation

·The UK Ops Trainer supports the vertical businesses by facilitating training in the following ways:

·Delivers new hire training programs to new employees within operations.

·Incorporates learning objectives, activities and assessment into all training facilitations.

·Provides training to operations teams as products implement new features, enabled all employees to perform their job duties and support customers/consumers.

·Provides training to operations teams in support of process/policy changes

·Continues to act as a point of contact for representative coaching, furthering representative development.

·Identifies new areas of opportunity for training and works with onshore training team to develop and deliver training materials.

·Additional projects and duties as assigned.

Quality Assurance (QA) evaluations

·Adheres to established QA scorecard and QA manual to perform QA evaluations.

·Identifies patterns of performance and quality issues from QA evaluations of voice operations job roles.

·Works with team leads to communicate performance and quality issues.

·Provides solution oriented feedback to team leaders and voice operations representatives to improve performance and quality issue patterns.

·Prepares and distributes QA reports for leadership and management review.

Impact You'll Make:

It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.

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