Training Specialist

Responsible for the training of all Visitor Services Associate team for onboarding as well as refresher training for all positions

Issuance of weekly and monthly reports as requested

Responsible to ensure KPI/SLA requirements are met

Responsible for creating and maintaining training schedule and documents for staff onboarding (HSE and SOP implementation training) as well as keeping record of staff training history

Training must cover both organizations SOPs plus all general customer service related skills

Responsible to monitor all HSE aspects of the team and provide reports and attend weekly/monthly meeting with organization s Health and Safety Team

Responsible for addressing and escalating any incidents which must be addressed to organization Management.

On the ground supervision and observation of the Visitor Service Associate team

Keeping up to date schedule of any upcoming training requirements

Organizing weekly meeting and minutes recording with organization. Ensuring that all instructions given by Visitor Operations are cascaded down to the team

Responsible for the usage of devices provided by ICT and to follow the ICT usage policy and other equipment belonging to the organization

Responsible to provide any adhoc reports and business continuity plans (BCP) when requested.

Requirements

Strong training skill set.

Managerial skill set

Client Management skill set

Proven customer service training experience

Training plan creation

Training module development

Health and Safety Experience and reporting

Proven customer service experience.

Handles pressure and lastminute request well.

Good at training and mentoring staff.

Strong reporting skillset.

Experience in quality control and KPIs management.

Capable of implementing SOPs.

Proficient in word excel. outlook

Capable of developing and implementing SOPs.

Able to work on varied shifts including late nights weekends and holidays if required.

Bachelors degree in a relevant field or equivalent work experience.

Proven experience in designing delivering and evaluating training programs preferably in a customer service or visitor experience setting.

Strong communication and presentation skills with the ability to engage and motivate trainees