Operations Trainer - Utilities Contact Centre

The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit.

The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:

• Increased employee engagement
• Enhanced personal performance
• Improved productivity
• Enhanced customer experience
• Increased employee retention

Key responsibilities:

Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.

Managing a group of trainees on a day to day basis including the administration of the group and follow through

Supporting in nesting and BAU and conducting and reporting on training needs analysis

Training Delivery: Conduct new starter training as well as refresher, up-skilling and cross skilling training;

Assessment: 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 Ucademy requirements: Complete Annual Training Reports; Complete delegate attendance registers; Update operational skills matrix.

Knowledge, 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.