Operations Trainer - Junior

TELUS Digital; Philippines; On-site; PHP 250,000 - 450,000; Full time

Job summary

TELUS Digital is seeking an Operations Trainer-Junior to equip agents with essential knowledge and skills using existing curricula. You will supervise a team during product training and collaborate with Operations leaders to ensure a smooth classroom-to-floor transition.

You will adapt training to diverse learning styles, ensure attendance, monitor performance, and provide targeted coaching to close knowledge gaps as needed.

Qualifications

• Experience delivering training sessions using curricula.
• Ability to adapt to diverse learning styles.
• Capability to supervise and coach agents during training.

Responsibilities

• Oversee onboarding and ensure training room setup and system access.
• Deliver engaging training sessions on products and systems.
• Monitor attendance and performance and guide transitions to production.
• Provide feedback and action plans to improve post-training performance.
• Assess knowledge retention during nesting and address gaps with coaching.
• Handle complex customer issues/escalations when required.
• Stay updated with account requirements and take defined calls.

Skills

Training delivery

Coaching

Learning styles

Attendance monitoring

Performance feedback

Tools

Curriculum delivery tools

Job description

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)