Junior Operations Trainer: Onboarding & Coaching

TELUS Digital India; Ciudad de México; Hybrid; MXN 240,000 - 320,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer-Junior to equip agents with the knowledge and skills to succeed. You will deliver training sessions, supervise a team during product training, and collaborate with Operations leaders to ensure smooth transitions from classroom to on-the-job training.

Responsibilities include onboarding, delivering sessions, monitoring attendance, coaching for performance gaps, and handling escalations when needed.

Qualifications

• 2+ years of experience in customer service, back office support, community safety or similar role.
• University student in Education, Psychology, Business Administration or similar field is desirable or equivalent experience.
• B2 oral and written English

Responsibilities

• Oversee the onboarding of agents ensuring required system access for training, and training room set up.
• Deliver engaging and effective training sessions on products and system to new and existing agents, utilizing various methodologies and technologies.
• Monitor attendance and performance of a group of agents during training, recommending their transition to production or termination.
• Support transitions from classroom to on-the-job training and then to operations floor by giving feedback and developing action plans to enhance performance.
• Assess agent post-training knowledge retention and performance during nesting to identify and address gaps through targeted coaching/training.
• Support complex customer issues/escalations when required by the account.
• Stay up to date as required by account (taking operations calls or other defined)

Skills

Public speaking

Customer service

Adult learning principles

Team management

Performance coaching

Education

University student in Education, Psychology, Business Administration or similar field

Job description

TELUS Digital is seeking an Operations Trainer-Junior to equip agents with the knowledge and skills to succeed. You will deliver training sessions, supervise a team during product training, and collaborate with Operations leaders to ensure smooth transitions from classroom to on-the-job training.

Responsibilities include onboarding, delivering sessions, monitoring attendance, coaching for performance gaps, and handling escalations when needed.