Operations Trainer-Senior (FinTech)

TELUS Digital; Manila; On-site; PHP 600,000 - 800,000; Full time

Job summary

TELUS Digital in Manila is seeking an Operations Trainer-Senior to equip agents with the knowledge and skills they need to succeed, using the client’s curricula and adapting to diverse learning styles. You deliver engaging sessions and supervise a training team to ensure attendance and performance.

You will collaborate with Operations leaders to ensure smooth transitions from classroom to on-the-job training and to the operations floor, and you will design training materials as required.

Qualifications

• Deliver engaging training sessions using client curricula.
• Supervise a team during product training and ensure attendance.
• Adapt to diverse learning styles to maximize comprehension.
• Coach agents to improve on-the-job performance.
• Collaborate with Operations leaders to transition from classroom to operations floor.
• Design new training material when required.

Responsibilities

• Oversee onboarding of agents and ensure required system access for training.
• Deliver engaging and effective training sessions on products and systems to new and existing agents.
• Monitor attendance and performance during training and guide transitions to production.
• Provide feedback and develop action plans to enhance performance when necessary.
• Assess agent post-training knowledge retention during nesting.
• Support complex customer issues/escalations when required by the account.
• Stay up to date with account requirements and training needs.
• Share best practices and provide guidance to less experienced team members.
• Communicate and manage expectations of Operations leaders and clients.

Skills

Training delivery

Onboarding

Coaching

Performance monitoring

Stakeholder communication

Team supervision

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