Operations Trainer

Confidential; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Confidential is seeking a Senior Operations Trainer to equip agents with knowledge and skills using client curricula. You will deliver engaging sessions, adapt to diverse learning styles, supervise a team during product training, and ensure smooth classroom-to-floor transitions.

You'll design and refresh training materials, monitor attendance and performance, coach to close gaps, and collaborate with Operations leaders to meet performance goals.

Qualifications

• Expert product knowledge and customer service.
• Expert presentation and public speaking skills.
• Advanced knowledge of adult learning principles.
• Advanced ability to identify training challenges/ performance gaps and address them through targeted interventions.
• Expertise in the effective learning materials using instructional design principles.
• Ability to manage a team during training.
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement.

Responsibilities

• Oversee onboarding of agents ensuring required system access for training, and training room setup
• 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 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
• Support complex customer issues/escalations when required by the account
• Stay up to date as required by account (taking operations calls or other defined)
• Design new training material or refresher courses when required
• Share best practices and provide guidance to less experienced members of the team
• Communicate and manage expectations of Operations leaders and clients

Skills

Product knowledge

Customer service

Presentation skills

Public speaking

Adult learning

Gap analysis

Instructional design

Team management

Problem solving

Job description

As an Operations Trainer-Senior 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.

• 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)
• Design new training material or refresher courses when required
• Share best practices and provide guidance to less experienced members of the team
• Communicate and manage expectations of Operations leaders and clients

Technical/Niche skillset required

• Expert product knowledge and customer service
• Expert presentation and public speaking skills
• Advanced knowledge of adult learning principles
• Advanced ability to identify training challenges/ performance gaps and address them through targeted interventions
• Expertise in the effective learning materials using instructional design principles
• Ability to manage a team during training
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Years of relevant experience

3+ years of experience in operations training or technical support