Operations Trainer - Utilities Contact Centre

About the role

WNS Global Services is looking for an Operations Trainer for its Utilities Contact Centre in Cape Town. The trainer delivers product and technical training to the assigned operational business unit so that agents and operational teams have the tools and skills they need to perform consistently. The role contributes to higher engagement, better performance, improved productivity, a better customer experience and greater employee retention.

Key responsibilities

• Deliver new starter training, as well as refresher, up-skilling and cross-skilling training, including knowledge checks and assessments, with daily support.
• Manage a group of trainees day to day, including administration and follow-up.
• Support nesting and BAU, and conduct and report on training needs analysis.
• Ensure assessments are completed for every training event and provide remedial support before re-assessment.
• Capture learner records according to Ucademy requirements, complete annual training reports, delegate attendance registers and update the operational skills matrix.

Required profile

• High proficiency in delivering impactful training and facilitation.
• Strong planning, organising and time management skills.
• High proficiency in spoken and written English.
• Strong communication and interpersonal skills, with high attention to detail and accuracy.
• Exceptional administrative skills and strong customer service orientation.
• Ability to work within a team, self-motivated and proactive.

What we offer

• Role clarity, coaching and mentoring, professional development and a structured career path.
• A culture of outperformance, engagement and celebration.
• The chance to support community initiatives through the WNS Cares Foundation.

Working hours are Monday to Friday, 8 PM to 6 PM UK time.