Project Trainer

**Job Overview**

This role is to support the business by being the dedicated Projected Trainer within TELEPERFORMANCE. The successful incumbent will be responsible for TELEPERFORMANCE induction training inclusive of product and regulatory/compliance training needs. The ideal person will have the ability to take training material and bring it to life in a positive and engaging manner. You will also be responsible for completing training needs analysis within the BAU space, feeding this in to future training classes and upskilling advisors and Team Leaders as required.

Incumbent will be required to support the organization with Training Needs Analysis, Coaching and Floor Support, when not actively in training delivery.

**Main Responsibilities (but not limited to)**
- Designs and develops pre
- and post-training activities
- Applies basic service knowledge and advanced training skills to develop and design effective, engaging and innovative learning solutions for both new hire and seasoned employees on a variety of topics using standard course templates and checklists.
- Develops evaluation materials as part of the training cycle to be administered at the conclusion of a module or program.
- Develops and follows a project plan for each course and influences others responsible for tasks to meet target dates. Communicates with manager and other stakeholders when target dates will not be met.
- Stays abreast of and applies trends, innovations, and best practices in the learning industry, and shares them with the team, as appropriate.
- 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.

**Experience & Competencies**
- Previous Training Delivery/Coaching/SME Experience (**Essential**)
- 1 Year + Contact Centre Training Experience
- Strong performance track record across critical KPIs/Clear disciplinary record/excellent attendance record - required
- Financial Services Industry/Online retail background (**Preferred**)
- 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
- Experience in QA/SME/Floor Support (advantageous)
- Must be in the TOP 30% of overall department Stats - (Essential)
- Clear disciplinary record/excellent attendance record (required)
- 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 upskill requirements for the site when required on gaps identified relating to customer engagement, CSAT, NPS, Sales and Retentions
- Logical and structured approach to handling tasks. Ability to work under pressure
- 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 advantageous
- 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 Required**
- Matric/ Equivalent
- Training Certificate/Diploma (Advantage)
- Must have positive track record

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or willing to relocate with an employer-provided relocation package (required)