Operations Trainer

Details of the offer

Job title : Operations Trainer Job Location : Gauteng, Johannesburg Deadline : December 14, 2024 Quick Recommended Links Jobs by Location Job by industries About the job Primarily, the ECC Trainer (Operations) will be responsible for planning, organising, and facilitating training interventions within ECC to improve individual and organisational performance.
Using various training methodologies, the incumbent will ensure that ECC staff are equipped with the necessary competencies to enable them to meet both internal and external customers' needs with passion and professionalism.
JOB RESPONSIBILITIES: Conduct non-accredited training initiatives for ECC Operations (e.g., AA products, processes, CRM systems) Collaborate with SMEs to develop or obtain relevant training materials Select and apply appropriate training methods (e.g., simulations, mentoring)  Schedule training sessions based on resources and availability Facilitate learning interventions as needed Emphasize digital learning and gather feedback from trainees  Evaluate training effectiveness through surveys and observations  Provide training reports and maintain administration records  Conduct training needs analysis and offer individual coaching  Deliver on-the-job training and focus on soft skills and email etiquett  Stay updated on developments in AA Operations and training trends  Perform additional training-related duties as assigned.
JOB REQUIREMENTS: Knowledge of training principles, coaching methods, and training effect measurements  Familiarity with various instructional techniques (role-playing, simulations, etc.
)  Understanding of human behavior, learning, and motivation Enjoys working with people Excellent interpersonal skills; friendly, patient, and courteous  Capable of public speaking Attentive with strong listening skills Proficient in spoken and written English; second language is a plus  Team player Performs well under pressure  Relates to a diverse range of people.
EDUCATION AND EXPERIENCE REQUIREMENTS: Minimum Grade 12 Formal training qualification preferred  Facilitation Certificate required  Assessor's Certificate preferred At least 2 years of training experience in customer service/contact center  Essential exposure to call center training Facilitation and coaching experience required  Basic knowledge of contact center operations Experience in developing learning interventions/programs  Understanding of modern training tools and equipment Strong knowledge of behavior change techniques through coaching.
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Nominal Salary: To be agreed

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