Operations Trainer (Voice) - Remote GCCA

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What We'll Bring:

This document outlines the job duties that fall within the Tenant and Employment (T & E) Operations Trainer job duties. This document also outlines the knowledge, skills and abilities necessary for the position. The primary objective of this position will be to support training for T & E operations in the GCC. Additionally, it’s critical that this candidate is closely aligned with the onshore operation teams to ensure consistency of training and knowledge of vertical products and processes. This position may be required to perform QA work as business needs dictate, and during lulls in training.

What You'll Bring:

Training facilitation

The T & E Operations Trainer supports the vertical businesses by facilitating training in the following ways:

• Delivers new hire training programs to new employees within operations.
• Incorporates learning objectives, activities and assessment into all training facilitations.
• Provides training to operations teams as T & E products implement new features, enabled all employees to perform their job duties and support customers/consumers.
• Provides training to operations teams in support of process/policy changes
• Continues to act as a point of contact for representative coaching, furthering representative development.
• Identifies new areas of opportunity for training and works with onshore training team to develop and deliver training materials.
• Additional projects and duties as assigned.

Impact You'll Make:

Knowledge, skills and abilities (KSA’s)

• Bachelor’s degree preferred, but not required.
• Bilingual in written/verbal French language is preferred, but not required.
• 3-5 years of training delivery experience/background in a training role.
• 1-2 years of training experience with voice call center agents
• Background in training in a classroom and/or a virtual environment.
• Comfort level with general technical concepts and training of these concepts.
• Proficient in Microsoft applications including PowerPoint.
• Excellent verbal and written communication skills; communicates, in a timely manner to members of leadership regarding representative progress throughout training.
• Strong attention to detail.
• Quick to learn, with a goal of becoming a SME on an all processes.
• Comfortable presenting and training groups on average of 15-25 people.
• Collaborates well with others in an effort to identify training needs, objectives, and assessment of skills after training has been completed.
• Holds trainees accountable and assists in nesting phase of training development.
• Ability to maintain focus, flexibility, and organization.
• Comfortable working in fast-paced environment.
• Ability to identify gaps in representative knowledge, skills, etc.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

Please note that being a credit bureau, some positions require a clear credit record.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Specialist I, Customer Support Training