Job Description

· 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 ad-hoc 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 last-minute 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