Process Trainer

Company Description

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

1. Deliver high-impact New Hire, Upskill, and Refresher Training focused on airline processes, GDS systems, and customer service excellence2. Ensure full compliance with client and internal certification standards3. Collaborate with Training Managers and stakeholders to align training outcomes with operational goals4. Identify gaps and recommend improvements based on feedback and performance data5. Develop, update, and maintain training content tailored to airline operations and client requirements6. Ensure accurate documentation and reporting of training metrics in line with organizational standards7. Work with internal and external stakeholders and drive process improvements and floor support8. Create training programs to address skill gaps in employees by conducting regular TNA and TNI9. Coach and provide feedback to trainees on their performance in class and on the shop floor10. Control absenteeism and attrition in class and motivate the batch11. Consistently achieve or exceed targets on quality and throughput in training12. Participate in regular internal and external stakeholder interactions

Qualifications

1. Minimum 5 years of proven experience in training delivery, preferably in a fast-paced operations or BPO environment 2. Strong background in airline or travel industry is essential - preferably Reservations and Ticketing background 3. Expert-level proficiency in GDS platforms (e.g., Amadeus, Sabre, Galileo) with hands-on experience in process training 4. Solid understanding of customer service workflows and operational standards 5. Exceptional facilitation, communication, and stakeholder management skills 6. Demonstrated ability to lead teams, coach performance, and drive measurable training outcomes 7. Should have Voice training experience of more than 3 years in airline travel domain 8. Ability to work in shifts 9. Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents 10. Ability to identify skill gaps in classroom and on the shop floor. Design customized training programs and track ROI 11. Good people management and organizational skills 12. Good knowledge of MS Office - PowerPoint, Excel, and Word 13. Willingness to go over and beyond the regular delivery requirements during ramp/peak season 14. Good analytical and presentation skills

Additional Information

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