Operations Trainer

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 560,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an Operations Trainer to equip agents with the knowledge and skills they need to succeed, delivering engaging training sessions using the client’s curricula and adapting to diverse learning styles.

You will supervise a team during product training, ensuring attendance and performance, and collaborate with Operations leaders to ensure a smooth transition from classroom to on-job training to the operations floor.

Qualifications

• 2+ years of experience in customer service, back office support, community safety or similar role.
• Experience in training or teaching is preferred.
• Strong communication and presentation skills required.

Responsibilities

• Oversee onboarding of agents and ensure system access for training.
• Deliver engaging training sessions on products and systems to agents using various methodologies.
• Monitor attendance and performance of trainees during training and recommend transitions to production or termination as needed.
• Provide feedback and develop action plans to improve performance during classroom-to-on-the-job transitions.
• Assess post-training knowledge retention and performance during nesting to address gaps with targeted coaching.
• Support complex customer issues/escalations when required by the account.
• Stay up-to-date with account requirements and participate in operations calls as needed.

Skills

Product knowledge

Public speaking

Adult learning

Training needs analysis

Team management

Problem solving

Education

University student in Education / Psychology / Business Administration

Job description

Summary of the role:

As an Operations Trainer 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 transition from classroom to on-the-job training to the operations floor.

List of Functional 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 systems 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)

Educational Attainment:

University student in Education, Psychology, Business Administration or similar field is desirable or equivalent experience.

Years of relevant experience:

2+ years of experience in customer service, back office support, community safety or similar role.

Technical/Niche skillset required:

• Strong product knowledge and customer service expertise
• Strong presentation and public speaking skills
• General knowledge of adult learning principles
• 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

List of soft skills required:

• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development.