Soft Skill Trainer - (Night Shift - Insurance)

Company Description
**WNS (Holdings) Limited (NYSE:
WNS)**, is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.
We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
Job Description
The purpose of the Voice and Communications Trainer is to deliver on the required training needs identified for the assigned operational business units.
- Drive the communications needs analysis for Floor Support Teams for on-time and quality delivery
- Manage Trainee competency and quality
- Conduct TNI &
TNA to program the modules as per the process needs
- Conduct TNI through floor interventions
- Pre-Process Training for New Hire batches and control absenteeism and attrition during this time
- CSAT support and management through Agent Skill Mapping and development
- Conduct Business Quality management end to end with coaching and feedback
- Content revision and creation
- Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
- Consistently achieve or exceed quality training and targets
- Conform to company and client security requirements
**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 business units requirements:
Complete Annual Training Reports;
Complete delegate attendance registers;
**Knowledge, skillsand 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 todetail and accuracy;
- Exceptional administrative skills;
- The ability to work within a team;
- Self-motivated;
- Self-manageable;
- Strong customer service orientation;
- Proactive.
Qualifications
**Experience required**:
- 1+ years ‘ Energy and Utilities customer service call center experience
- 2+ years’ experience in Learning &
Development;
-Training, coaching and mentoring experience;
- Computer literacyat intermediate level (MS Office).
- CELTA Certification an advantage
ODEDTP Qulaification is required
Additional Information
This is a night shift environment and working these hours are job inherent**Required Skills**:
- Computer literacy (Essential).
- Critical thinking, analytical, project management.
- Neutral accent with excellent verbal and written English communication skills (Essential)