Operations Trainer - intermediate

Confidential Jobs; Taguig; On-site; PHP 391,000 - 670,000; Full time

Job summary

Confidential Jobs in the Philippines is seeking an Operations Trainer-Intermediate to equip agents with knowledge and skills for success. You will deliver engaging training sessions using the client’s curricula, adapting to diverse learning styles to maximize comprehension.

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

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 and recommend 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
• Assess post-training knowledge retention and performance during nesting to identify gaps through targeted coaching and training
• Support complex customer issues and escalations when required by the account
• Stay up to date with required account updates (taking operations calls or other defined tasks)
• Propose adjustments to training material or refresher courses when required
• Support onboarding and development of less experienced team members
• Communicate and manage expectations of Operations leaders and clients

Job description

As an Operations Trainer-Intermediate 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.

• 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)
• Propose adjustments to training material or refresher courses when required
• Support the onboarding and development of less experienced members of the team
• Communicate and manage expectations of Operations leaders and clients