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.
•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.
•Bachelor's 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
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