Voice and Communications Trainer Us
5 months ago
**Job Overview**
**Main 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 service, soft skills, cultural, communication, behavior, voice modulation & articulation training, etc.
- Stays abreast of and applies trends, innovations, and best practices in the learning industry, and shares them with the team, as appropriate.
- To ensure our training materials are kept up to date and relevant through our training update cycle.
- To evaluate training activities following Kirkpatrick’s training evaluation model.
- Accountable for attainment of training objectives.
- Leads ad hoc projects as assigned.
- Engages with stakeholders across all projects to identify training needs required to improve overall performance metrics as part of our ever-evolving approach.
**Competencies**
- Strong performance track record across critical KPIs/Clear disciplinary record/excellent attendance record - required
- Comfortable with adapting to fast paced change and able to cope in a highly pressurized environment
- Ability to troubleshoot and solve problems through data analysis and excellent communication skills
- Ability to communicate effectively both written & verbally
- Involvement and interests shown in processes outside of L&D (extend into effectiveness of L&D in operations)
- Ability to interact positively with internal stakeholders
- Ability to design & deliver when required on gaps identified relating to Quality, Customer engagement, CSAT, NPS
- Logical and structured approach to handling tasks.
- Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
- Reflects Teleperformance’s values in their dealings with others, internally and externally
- Previous Training and Content Development experience is essential
- Ability to troubleshoot and solve problems through data analysis and excellent communication skills
- Comfortable with adapting to fast paced change and able to cope in a high-pressure environment
**Qualifications & Experience**
- 5-7 Years Soft Skills / Cultural Alignment Training Experience
- Matric/ Equivalent
- ODETDP - essential
- Assessors certification - advantageous
- Moderators certification - advantageous
- Virtual training Certification
**Job Types**: Full-time, Permanent
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