Operations Trainer - Airline Campaign - Graveyard Shift

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

1. Conduct new hire classes and hand hold them in the OJT phase and complete smooth transition from class to production.

2. Evaluate employee performance to gauge where skills are lacking.

3. Work with internal and external stakeholders and drive process and floor support.

4. Create training programs to address skill gaps in employees by conducting regular TNA and TNI

5. Storyboard and prepare learning materials for programs.

6. Coach and provide feedback to trainees on their performance in class and on shop floor.

7. Control absenteeism and attrition in class and motivate the batch.

8. Consistently achieve or exceed targets on quality and throughput in training.

9. Create new training content and update existing content to support new hires and existing staff on the floor.

10. Maintain accurate data for the classes and ensure timely reporting.

11. Participate in regular internal and external stakeholder customer interactions.

1. Sound knowledge of Airline travel domain – preferably Res - Ticketing background

2. Should have Voice training experience of more than 3 years on airline travel domain.

3. Ability to work in shifts.

4. Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents.

5. Ability to identify gaps in skills in classroom and on the shop floor. Design customized training programs and track ROI.

6. Good people management and organizational skills

7. Good knowledge of MS Office – PowerPoint, Excel, and Word.

8. Willingness to go over and beyond the regular delivery requirements during ramp/ peak season.

9. Good analytical and presentation skills.

US Graveyard Shift Including weekends