Operations Trainer-Junior

TELUS Digital; Pateros; On-site; PHP 350,000 - 520,000; Full time

Job summary

TELUS Digital in Manila is seeking an Operations Trainer-Junior to equip agents with training on our products and systems. You will deliver engaging sessions, oversee onboarding, monitor attendance, and coach teams from classroom to on-the-job. The role requires 2+ years in customer service or similar and strong presentation and learning principles.

Join a dynamic team focusing on scalable training delivery and continuous improvement of agent performance through targeted interventions.

Qualifications

• 2+ years of experience in customer service, back office support, community safety or similar role.
• Excellent presentation and public speaking skills.
• Solid understanding of adult learning principles.
• Ability to identify training challenges and address gaps through targeted interventions.
• Ability to manage a training team during sessions.
• Familiarity with using standard procedures to solve routine problems.

Responsibilities

• Oversee onboarding and ensure training room setup and system access.
• Deliver engaging training sessions on products and systems to new and existing agents.
• Monitor attendance and performance during training and guide transitions to production or exit.
• Provide feedback and action plans to improve agent performance post-training.
• Assess knowledge retention and address gaps through coaching.
• Assist with complex customer issues/escalations when needed.
• Stay updated with account requirements and take operations calls as defined.

Skills

Strong product knowledge

Public speaking

Adult learning principles

Performance coaching

Team management during training

Problem solving in training

Job description

Description

Summary of the role

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 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)

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

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.