Assistant Manager Training- Voice and Communications

3 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Description

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.


  • 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.
Qualifications

Experience 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

  • Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

    Voice and Communications Trainer - UK & USJob OverviewMain Responsibilities (but not limited to) To coach and support our operational trainers to deliver engaging training to colleagues Prepare, facilitate, and deliver training programs to our training teams and delegates using different mediums (digital, classroom etc) and blended learning approach. Provide...


  • Cape Town, Western Cape, South Africa Teleperformance South Africa Full time

    Job OverviewMain Responsibilities (but not limited to) To coach and support our operational trainers to deliver engaging training to colleagues Prepare, facilitate, and deliver training programs to our training teams and delegates using different mediums (digital, classroom etc) and blended learning approach. Provide training and coaching in customer...

  • Training Facilitator

    3 weeks ago


    Cape Town, Western Cape, South Africa The Voice Clinic Full time

    _Responsibilities:_ Facilitating Group and Individual Training sessions Guiding and motivating delegates towards specific outcomes Report writing Mid and Final Feedback reports Assessing of delegates EQ Understanding the dynamics of the Group/Individual Skills required:_ Speech & Drama, English Teaching or Facilitation qualification Minimum 3 years'...

  • Training Manager

    3 weeks ago


    Cape Town, Western Cape, South Africa Surgo HR & Training Full time

    Our client in Cape Town is looking for a Training Manager to join their fast-growing team.The primary role of the job is to manage and process trainers and training leads aligned to the process.Essential Functions:Coach and mentor process trainersFacilitate training classes as neededAdminister Training Needs Analysis, and come up with action plans to address...

  • Global Voice Manager

    3 weeks ago


    Cape Town, Western Cape, South Africa Collinson Full time

    Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.Collinson is the operator of...


  • Cape Town, Western Cape, South Africa Innovative Learning Solutions Full time

    Main purpose of the position:To do integrity voice stress and polygraph tests as requested and instructed by management.Key Performance Areas: To conduct periodic and incident related voice stress and polygraph tests as determined by Operational needs and Client Service Level agreements. Assessments of tests and findings. Ensuring timeous availability of...

  • Voice Stress Analyst

    3 weeks ago


    Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    Main purpose of the position:To do integrity voice stress and polygraph tests as requested and instructed by management.Key Performance Areas: To perform voice stress and polygraph tests on FSG personnel, contractors and client personnel as and when instructed. Schedule all contractual weekly monthly, quarterly etc. tests as dictated by Operations Management...


  • Cape Town, Western Cape, South Africa Ten Group Full time

    As Voice of Customer Manager, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.Your role involves being able to present findings in an organized manner, both written and verbally and be able to support the...


  • Cape Town, Western Cape, South Africa the Employment Channel Full time

    Minimum Requirements: Grade 12 or equivalent Completion of polygraph training Computer literacy & Microsoft office & voice stress software. 2 to 3 years voice stress and poly graph experience Experience in security industry especially overall in operations experience. Own reliable transport.Core competencies required: Team work Communications skills Customer...


  • Cape Town, Western Cape, South Africa Ten Group Full time

    As a Voice of Customer Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.Your role involves being able to present findings in an organized manner, both written and verbally and be able to support the...


  • Cape Town, Western Cape, South Africa Fidelity Services Group Full time

    The Human Resources department seeks to employ a Voice Stress and Polygraph Analyst that will mainly operate in the Cape Town area. The person will be reporting to the Human Resource Manager.Main purpose of the position:To do integrity voice stress and polygraph tests as requested and instructed by management.Key Performance Areas: To conduct periodic and...


  • Cape Town, Western Cape, South Africa Ten Group Full time

    As a Voice of Voice of Customer Service Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region.Your role involves being able to present findings in an organized manner, both written and verbally and be...


  • Cape Town, Western Cape, South Africa Collinson Full time

    Collinson Group is a global leader in driving loyalty and engagement for many of the world's largest companies.Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem.The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products...


  • Cape Town, Western Cape, South Africa Tryon Consultancy Full time

    Advertising agency seeks a Community Manager to join their expanding team.Content Develops social campaign materials and content for aligning with social briefs on a monthly and quarterly basis Publishes content across various social platforms including paid activity (ad buying, targeting & segmentation) Supports the content creation, execution, posting and...


  • Cape Town, Western Cape, South Africa Construct Full time

    Voice Over Actors for Simulations _(French / German / Spanish / Portuguese_- Speaking)_Contract Type: Freelancer and Fixed-TermJob summary:We are seeking Voice Over Actors for simulations to join our team You will be responsible for delivering simulations to students via a mixed-reality experience. Using technology including head tracking equipment,...

  • Training Assistant

    3 weeks ago


    Cape Town, Western Cape, South Africa Sanlam Full time

    Who are we? SanlamConnect is dedicated to supporting, growing, and empowering clients with affordable, easy, and suitable solutions, primarily through face-to-face intermediary channels, but also directly. We have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our...


  • Cape Town, Western Cape, South Africa Amazon Development Centre (South Africa) (Proprietary) Limited Full time

    2+ years of program or project management experienceWe have an opening for a Training Program Manager (PM) located in Cape Town (CPT), who thrives in a dynamic, fast-paced environment and has a strong training delivery and development background. As a Training PM at the Cape Town site, you will be responsible for delivering, implementing and administering...


  • Cape Town, Western Cape, South Africa Neighbourgood Full time

    Neighbourgood, South Africa's leading co-living and co-working business, is looking for a dynamic and talented Assistant Community Manager to work alongside our Community Managers with excellent all round operational, hospitality and property management skills to join our team. As the Assistant Community Manager, you will work closely with the Community...


  • Cape Town, Western Cape, South Africa Neighbourgood Full time

    Neighbourgood, South Africa's leading co-living and co-working business, is looking for a dynamic and talented Assistant Community Manager to work alongside our Community Managers with excellent all round operational, hospitality and property management skills to join our team. As the Assistant Community Manager, you will work closely with the Community...


  • Cape Town, Western Cape, South Africa The Recruiters Full time

    Salary: R15k/monthDescription: Our client is looking for an Assistant Community Manager in hospitality who will work closely with the General Manager to oversee the operations and ensure the smooth functioning of the property. Your primary responsibility will be to build and foster a vibrant community among guests, staff, and partners, creating a welcoming...