Learning Services, Operations Trainer-Junior

TELUS Digital; 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

Description

Applicants should be available and willing to work on-site and/or from home depending on business needs.

Learning Services, Operations Trainer-Junior

* Multiple positions available *

Position Overview:

As an Operations Trainer-Junior you play a key role in equipping agents with the knowledge and skills they need to succeed. You deliver engaging training sessions using the client’s existing curricula, adapting to diverse learning styles to maximize agent comprehension. You provide supervision to a team of agents during the period of product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transitions from classroom to on-the-job training to the operations floor.

Key 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 the transitions from classroom to on-the job training and then to the operations floor by giving feedback and developing action plans to enhance an agent's performance when necessary
• 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)

Requirements & Core competencies:

• Schedule flexibility
• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development
• Functional competencies:
• Strong product knowledge and customer service expertise
• Strong presentation and public speaking skills
• General knowledge of adult learning principles and techniques
• Classroom management knowledge and application
• Ability to identify training challenges/ performance gaps and address them through targeted interventions
• Ability to manage a team during training
• Uses existing procedures to solve standard problems, analyzes information and standard practices to make judgments

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.