Junior Operations Trainer — Training & Onboarding

TELUS Digital; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer-Junior to equip agents with knowledge and skills using existing curricula. You will lead engaging training sessions, supervise a team during product training, ensure attendance, and collaborate with Operations leaders to transition trainees from classroom to on-the-job training.

You will apply adult learning principles, identify performance gaps, and provide targeted coaching to improve outcomes across multiple sessions and accounts.

Qualifications

• Strong product knowledge and customer service expertise.
• Excellent presentation and public speaking skills.
• Solid understanding of adult learning principles.
• Ability to identify training challenges and close gaps with targeted interventions.
• Ability to manage a training team and oversee attendance/performance.
• Familiarity with using existing procedures to solve standard problems.

Responsibilities

• Oversee onboarding and ensure training access and room setup.
• Deliver engaging training sessions on products and systems to agents.
• Monitor attendance and performance and guide transition to production.
• Provide feedback and action plans to improve agent performance.
• Assess post-training knowledge retention and nesting performance.
• Support complex customer issues/escalations as required.
• Stay up to date with account requirements and training needs.

Skills

Product knowledge

Customer service

Public speaking

Adult learning principles

Performance coaching

Team management during training

Problem solving using procedures

Job description

TELUS Digital is seeking an Operations Trainer-Junior to equip agents with knowledge and skills using existing curricula. You will lead engaging training sessions, supervise a team during product training, ensure attendance, and collaborate with Operations leaders to transition trainees from classroom to on-the-job training.

You will apply adult learning principles, identify performance gaps, and provide targeted coaching to improve outcomes across multiple sessions and accounts.