Job Overview
This role is designed to support the business by serving as the dedicated Operations Trainer within Teleperformance. The successful candidate will be responsible for delivering induction training, including product knowledge and regulatory/compliance training. The ideal individual will have the ability to bring training material to life in an engaging and positive manner. Additionally, this person will conduct training needs analysis within the BAU space, contribute to future training classes, and assist in upskilling advisors and Team Leaders as needed.
Main Responsibilities (but not limited to):
- Design and develop pre- and post-training activities.
- Utilize both basic service knowledge and advanced training skills to create effective, engaging, and innovative learning solutions for both new hires and seasoned employees on a variety of topics.
- Develop evaluation materials to be administered at the end of a module or program.
- Develop and follow a project plan for each course, influencing others responsible for tasks to meet deadlines. Communicate with managers and other stakeholders if target dates are at risk.
- Stay up to date with trends, innovations, and best practices in the learning industry, sharing insights with the team where appropriate.
- Take accountability for meeting training objectives.
- Lead ad-hoc projects as assigned.
- Collaborate with stakeholders across all projects to identify training needs that will enhance overall performance metrics
Experience & Competencies
- Strong performance track record in critical KPIs, a clear disciplinary record, and excellent attendance (Essential).
- Previous training or coaching experience (Advantageous).
- Experience in QA, SME, or Floor Support (Advantageous).
- Comfortable adapting to fast-paced change.
- Ability to thrive in a high-pressure environment. Excellent communication skills, both written and verbal.
- Strong problem-solving skills, with the ability to troubleshoot and analyze data effectively.
Qualifications & Experience Required
- Matric (or equivalent).
- At least 2 years of proven experience as an Operations Trainer. (Advantageous)
- Experience in the aviation or airline industry (Essential).
- Willingness to work US hours (Essential).
Job Types: Full-time, Permanent
Work Location: In person