Operations Training Lead: Onboarding & Agent Performance

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 560,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an Operations Trainer to equip agents with the knowledge and skills they need to succeed, delivering engaging training sessions using the client’s curricula and adapting to diverse learning styles.

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

Qualifications

• 2+ years of experience in customer service, back office support, community safety or similar role.
• Experience in training or teaching is preferred.
• Strong communication and presentation skills required.

Responsibilities

• Oversee onboarding of agents and ensure system access for training.
• Deliver engaging training sessions on products and systems to agents using various methodologies.
• Monitor attendance and performance of trainees during training and recommend transitions to production or termination as needed.
• Provide feedback and develop action plans to improve performance during classroom-to-on-the-job transitions.
• Assess post-training knowledge retention and performance during nesting to address gaps with targeted coaching.
• Support complex customer issues/escalations when required by the account.
• Stay up-to-date with account requirements and participate in operations calls as needed.

Skills

Product knowledge

Public speaking

Adult learning

Training needs analysis

Team management

Problem solving

Education

University student in Education / Psychology / Business Administration

Job description

Hammerjack Pty Ltd is seeking an Operations Trainer to equip agents with the knowledge and skills they need to succeed, delivering engaging training sessions using the client’s curricula and adapting to diverse learning styles.

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