Job Description
The purpose of the Operations Trainer role is to deliver product and technical training to their assigned operational business unit. The role of a learning and development professional is a vital component in ensuring agents and operational teams are equipped with all the necessary tools and skills to achieve ongoing optimum deliverables and this will result in:
- Increased employee engagement
- Enhanced personal performance
- Improved productivity
- Enhanced customer experience
- Increased employee retention
Key Responsibilities:
- Conduct new starter training as well as refresher, up-skilling and cross skill training including knowledge checks and assessments and ensuring support is provided daily.
- Manage a group of trainees on a day to day basis including the administration of the group and follow through.
- Support in nesting and BAU and conduct and report on training needs analysis.
Training Delivery:
- Conduct new starter training as well as refresher, up-skilling and cross skilling training;
Assessment:
- 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 Ucademy requirements;
- Complete Annual Training Reports;
- Complete delegate attendance registers;
- Update operational skills matrix.
Knowledge, 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
Additional Information
Working Hours - Monday to Friday - 8PM to 6PM UK Time
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